********* or Just Negligent? My Refund Still Missing from Makro

I am deeply frustrated with the service I’ve received from Makro and find it necessary to caution other consumers about how unreliable and unaccountable this company has become.

On 21 March 2025, I placed an online order with Makro. On 27 March, I received the incorrect item. I immediately logged a return, which Makro approved. On 9 April, Makro dispatched The Courier Guy company to collect the item, and it was successfully returned to Makro on 14 April.

On 17 April, Makro confirmed receipt of the item via email and stated that my refund had been initiated and would be paid within 7–14 business days. As of 12 May — well beyond the promised timeframe — the refund has still not been received.

Since then, I’ve been subjected to a cycle of ignored emails, generic automated responses with reference numbers, and complete silence.

In terms of the Consumer Protection Act (CPA), I am entitled to a prompt refund, particularly in cases where an incorrect item has been delivered. Makro not only acknowledged the error but also collected the returned item over a month ago. Yet, despite confirming that the refund had been approved, there has been no follow-through.

Makro’s continued failure to process the refund, despite fulfilling all return requirements and acknowledging receipt, constitutes a clear breach of their legal obligations under the CPA. The persistent delays, lack of communication, and failure to act despite confirmed correspondence could reasonably be viewed as a deceptive business practice, raising serious concerns around consumer rights and accountability.

More troubling is Makro’s hands-off approach to its Marketplace platform, where third-party sellers operate with limited oversight. When problems arise, customers are left stranded, while Makro remains unaccountable, all while continuing to benefit from the transaction.

Unless this issue is resolved immediately, I will continue to share my experience on all major social media platforms. Consumers deserve to be fully informed about the risks of shopping with Makro, and brand reputation should not come at the cost of consumer rights.

To other shoppers: Proceed with caution. If anything goes wrong with your order, especially through the Makro Marketplace, you may be left chasing a refund, with little to no support or accountability.