Outstanding Refunds, Returned Goods and Incorrect Delivery

Dear Makro Customer Service / Management, I am writing to formally escalate my concern regarding several of my returns and the continued delays in resolving these matters. Despite following the required return and refund processes, I have received different explanations (every time I call ***: S’thembile & Lebohang) regarding the status of the various cases, with no satisfactory resolution to date. The following matters remain unresolved: 1. Item stuck at the Depot (OD*** - COMPLETE LIVING FURNITURE Headboard Queen size bed, Charcoal Grey Refund also initiated on 3 August 2026 The headboard was collected from me on the morning of 6 August 2026 and has reportedly been at the Value Express depot since collection. This after Lebohang initially said the matter has been resolved while S’thembile said (this past Monday) it reached the Seller in Gauteng on 12/8/2026. It is concerning that the item remains unresolved despite having been returned to Makro's designated depot. I request clarity on why the return has not yet been processed and when the associated refund will be completed?

2. Incorrect item delivered (OD*** - Omega 33-Litre Black Oven) Refund initiated on 11 August 2026 In another case, I ordered a 30L oven but received a TV instead. I was advised by S’thembile this past Monday that the item reached the Seller on 14 August 2026. Subsequent to that, Lebohang confirmed that today the seller was conducting quality checks. How do you do quality checks on a wrong delivery and this long? I require clarification as to why a quality check is necessary when the issue is that I received an entirely different product from the one ordered. My logic would be: This matter should be addressed as an incorrect delivery and resolved (by refunding me because I bought one from Checkers Hyper now) without unnecessary delays.

3. Refund outstanding (OD*** – Black Digimark 32-Litre Oven) Refund initiated on 3 August 2026 Today I was advised by Lebohang that the refund is completed, as it was done by Makro on 13 August 2026. However, the refund has still not been received on my Nedbank account. I request confirmation of the actual refund transaction, including the refund reference number, date processed, amount and payment method, so that this matter can be verified and resolved.

Conclusion and way forward My main concern is the lack of consistent and definitive feedback regarding these cases. Different explanations have been provided at different stages, while I remain responsible for managing the consequences of delays that are outside my control. As a customer, I rely on Makro's fulfilment, returns and refund processes to provide me with an efficient service. Prolonged delays and unclear feedback negatively affect customer satisfaction and, ultimately, your reputation as a retailor. I therefore request that these matters be escalated to a senior manager and that I receive a consolidated response confirming: The current status of each case; o The reason for the delay in each instance; o The responsible department/person handling each case; o The applicable refund or resolution date; and o The relevant reference numbers and supporting documentation. I would appreciate a definitive resolution rather than further general status updates or changing explanations.

I trust that Makro will treat this matter with the urgency it deserves and provide a clear response and resolution.

I look forward to your prompt response.

Kind Regards, Muzi Nxumalo ***