Online shopping

I am extremely disappointed with my recent online shopping experience with Makro. As a first-time online shopper, especially for large purchases, I placed my trust in Makro and spent over R10,000 expecting professional service. Unfortunately, the entire experience has been unacceptable.

My order included a heater, which was not delivered despite receiving a notification that it was out for delivery. I had to personally follow up multiple times before it was eventually delivered — only to receive the item damaged with a large dent. I reported this immediately, and it was collected the next day. However, I have now been informed that I must wait 7–14 working days for a refund, leaving me without a heater after already paying for one. This is highly inconvenient and unfair to the customer.

The office chair I ordered was also delivered late and without an assembly manual, making it impossible to assemble properly.

The most alarming issue involved a dressing table costing R7,400. I received an unexpected WhatsApp message from someone claiming there was no stock and sending pictures of a completely different brand, asking if I would accept it instead. This communication was unprofessional and raised serious concerns about order handling and customer security. I was forced to cancel the order myself.

At this stage, I have experienced:

Late deliveries Damaged goods Poor communication Informal and questionable stock handling Long refund waiting periods while left without essential items

This experience falls far below the standard expected from a retailer of Makro’s reputation. I urgently request immediate escalation, faster processing of my refund, and improved customer support communication.