Paid orders cancelled after delays, Incorrect information & unacceptable refund timelines

I am extremely dissatisfied with Makro’s online shopping service following the handling of two orders placed and paid for in December 2025. At the time of purchase, there was no indication of stock issues, nor any warning that the orders were at risk of cancellation.

After 3 weeks of waiting and numerous follow-ups, Makro only communicated in today, 07-01-26, that both orders had been cancelled, with refunds to follow. This alone is unacceptable however, the situation is worsened by inconsistent and factually incorrect information provided by Makro Customer Service.

They stated that the orders were cancelled due to stock unavailability. This is incorrect. I was in direct contact with Makro Head Office and the "actual supplier", who has confirmed that the stock is available. The real issue relates to Makro’s appointed courier services, not stock.

Despite this, Makro insists now on applying a 7–14 business day refund timeline, even though:

Payment was taken 3 weeks ago The cancellation was not customer-initiated The delay and failure sit entirely with Makro and its service providers

Throughout this process:

Updates were only provided after repeated follow-ups Incorrect reasons for cancellation were communicated No proactive resolution or meaningful customer recovery was offered

This experience falls far below acceptable retail and e-commerce standards. Stay away from them!