Order Not Delivered Properly, Damaged Item, and No Assistance from Makro

I wish i could give them 0 stars!

I placed an online order with Makro on 28 November 2025. On Sunday, 30 November at 09:58, I received an SMS stating that the driver was on route to deliver. I was at home the entire day.

At 20:47, I received another SMS claiming that I could not be reached and delivery could not take place. This is simply untrue — no one attempted to call me.

On Monday morning, the driver called and said he would deliver that day. I followed up via WhatsApp in the afternoon, but received no response. Instead, Makro called to say delivery would only take place on Tuesday, with no apology, no urgency, and no specific delivery window.

On Tuesday, the chest freezer finally arrived — damaged.

I immediately logged a return on 2 December 2025. Since then, I have been asked twice for photos, which I provided both times via email. When I call the support centre, no one can assist. The WhatsApp agent says she will “escalate it,” yet nothing happens.

I received one call from a lady at the Milnerton branch, who said they would get back to me with a collection time. That was days ago. Today is 11 December, and the status still shows “investigation.” No one has contacted me to arrange collection. No replies to any of my emails.

This level of service is pathetic. I am left with a damaged item, no feedback, and no resolution from Makro.