Order Cancelled, Money Held for 2 Weeks – Unacceptable Service from Makro Online

I placed an order for a fridge on Makro’s online store today (R11,999.99). I opted to shop online because the specific colour I needed is never available in-store. My payment was processed and the order confirmed — but just 30 minutes later, it was cancelled due to “no stock.”

If the fridge wasn’t available, why was I allowed to pay for it? And why does Makro now need 7–14 working days to return my money? I didn’t cancel the order — Makro did. I just wanted the product I paid for.

Needing urgent answers, I visited the online department at Makro in person. That experience only deepened my frustration. The manager I dealt with, Paul Johnson, was dismissive and unhelpful. Rather than taking accountability or offering support, he recited the terms and conditions, as though they justify poor service and a complete lack of responsibility.

Makro, your customers deserve better. You cannot accept money for items you don’t have, then hold onto that money for weeks — especially without a sincere apology or a proactive solution.

I’m not asking for anything unreasonable. I simply want my refund immediately so I can buy a fridge elsewhere. This has been a deeply disappointing experience, and I hope Makro will do the right thing.