Pathetic

Makro phoned me after my complaint and made several promises that the matter would be sorted out. Unfortunately, it has once again gone completely silent, with no communication and no meaningful progress.
At this point, it feels like nothing more than lip service to calm the customer down, rather than actually resolving the problem.
Very disappointing. A company should not have to be chased repeatedly after taking a customer’s money. Customers deserve proper communication and action, not empty promises.

Hi Makro,
Thank you for your response.
Unfortunately, your response does not address the actual complaint I raised.
I am fully aware of the promised delivery date of 27 August 2026. That was not the issue I raised.
My complaint was regarding the fact that my order was placed and paid for on Sunday, 16 August, and remained on “Order Confirmed” with no progress or communication. Following my complaint, I was contacted telephonically by Makro, where several assurances were given that the matter would be attended to and sorted out.
After that phone call, however, the communication stopped again and nothing meaningful appeared to happen.
Therefore, simply advising me that the original promised delivery date is 27 August does not address the issue I raised regarding the handling of my order and the lack of communication after I had already escalated the matter.
I would appreciate it if someone could please read my original complaint, as well as the communication following the telephone call, and respond to the actual issue rather than simply repeating the standard delivery information.
I expect a clear explanation of what was promised to me during the phone call, what action was taken thereafter, and the current actual status of my order.
Friendly Regards,
Rudolf

Hi Makro,
Once again, your response completely misses the point of my complaint.
I am not asking when my order is scheduled for delivery. I am fully aware that the current promised delivery date is 27 August 2026. You have now repeated this information to me twice.
The issue is that I placed and paid for the order on 16 August 2026, after which it remained on “Order Confirmed” with no progress or communication.
More importantly, Makro subsequently phoned me in response to my complaint. During that call, I was given assurances that the matter would be looked into and sorted out. After that call, Makro once again went completely silent.
Your responses now simply repeat the standard delivery information and completely ignore the telephone call and the concerns raised in my original complaint.
This is extremely frustrating and gives the impression that nobody is actually reading the complaint before responding. It appears that I am simply receiving automated or copy-and-paste responses rather than having my complaint investigated.
So, for the third time, I am asking you to address the actual complaint:
1. Why did my order remain on “Order Confirmed” after payment?
2. What action was taken after Makro phoned me and promised to resolve the matter?
3. Why was there no further communication after that call?
4. Who is actually dealing with my complaint?
Please do not send me another response explaining the 27 August delivery date. That is not what I am complaining about.
I expect this complaint to be properly investigated and answered by someone who has actually reviewed the history of the matter. If the complain is not handled they way it was promised on the phone call, I will phone your CEO straight on his pvt sell,

Regards
Rudolf Viljoen

Hi Makro,
I am following up on the complaint that you confirmed was escalated on 23 August 2026.
In your response on 23 August, you acknowledged the lack of communication and specifically advised that my concerns had been escalated to the relevant team for further investigation, with a representative to contact me once feedback became available.
I have still not received any meaningful feedback regarding the actual complaint.
Instead, I continue to receive responses simply repeating that the promised delivery date is 27 August. As I have explained repeatedly, the promised delivery date is not the issue I raised.
My concern is the handling of the order after payment, the lack of communication, and particularly the fact that I was contacted by Makro, given assurances that the matter would be sorted out, and then received no further communication.
At this point, I have given Makro more than enough opportunity to address this matter properly. Unfortunately, the repeated generic responses give me no confidence that the complaint is actually being investigated.
I will therefore be escalating this matter myself today directly to Makro’s CEO, Miles, COO Khetho and the VP Peter, including the full history of the complaint and the correspondence received to date.
I would still prefer for Makro to resolve this matter internally and professionally, but I now expect a meaningful response that addresses the actual complaint rather than another standard response regarding the delivery date.
Please ensure that this correspondence and the full complaint history are included in the escalation.
Regards,
Rudolf

Hi Makro Social Media Team,Thank you for your response yesterday.I am following up because today is 27 August 2026 — the promised delivery date for my order — and the order is still showing as “Order Confirmed” on my online profile.This is exactly the concern I have been raising from the beginning.I understand that the promised delivery date was 27 August. However, if today is the promised delivery date and the order is still sitting on “Order Confirmed”, there is still no clear indication that the order has actually been processed, dispatched or is out for delivery.Your response yesterday acknowledged that my concern extends beyond the promised delivery date and that my concerns regarding the handling and communication of the complaint had been escalated.However, I still have not received any meaningful information regarding:

• Whether the order has actually been processed;
• Whether it has been dispatched;
• Where the order currently is;
• Whether delivery will in fact take place today; or
• What action has been taken regarding the service and communication failure I have repeatedly raised.

I also contacted Makro by telephone yesterday and, once again, did not receive meaningful feedback.At this stage, I am simply asking for basic information about an order that has already been paid for.Please do not send me another generic response confirming that the promised delivery date is 27 August. Today is 27 August, and the order status still says “Order Confirmed”.Please provide me with the actual current status of the order and confirm whether it has been dispatched for delivery today.I would also appreciate confirmation that this follow-up has been added to the escalation already referred to in your previous correspondence.Regards,
Rudolf

Hi Makro Marketplace Operations Support Team,Thank you for finally providing an explanation.However, your response raises even more serious concerns regarding the way this order was handled.I placed and paid for this order on 16 August 2026. I was subsequently given a promised delivery date of 27 August 2026, and throughout my complaints and follow-ups I was repeatedly advised that the order remained on track for delivery.I was also contacted telephonically by Makro and given assurances that the matter would be investigated and resolved.I have now been informed, on the very day that the order was supposed to be delivered, that the order is being cancelled because of difficulties with your supplier.My question is therefore very simple:When did Makro become aware that the supplier was unable to fulfil the order, and why was I not informed immediately?If Makro was aware of the supplier issue before today, then I should not have been repeatedly given assurances that the order was progressing and that the promised delivery date remained 27 August.I paid Makro on 16 August. For eleven days I was left waiting, repeatedly had to contact Makro myself, and was given no meaningful explanation of what was actually happening with my order.I now have no product, no delivery, and must wait a further 3–7 business days for my money to be returned.This is not acceptable customer service.I also note that your own correspondence confirms that the goods were unavailable due to difficulties with your supplier. For an online transaction, section 46 of the Electronic Communications and Transactions Act 25 of 2002 specifically deals with circumstances where a supplier is unable to perform because goods ordered are unavailable and requires the consumer to be notified and payments to be refunded.I therefore require clarification on the following:

1. On what date did Makro become aware that the supplier could not fulfil my order?
2. Why was I not informed immediately when this became known?
3. Why was I repeatedly assured that the order was on track for delivery on 27 August?
4. Why was the order only cancelled on the promised delivery date?
5. Why was I required to repeatedly chase Makro for information instead of being proactively informed?
6. Please provide confirmation of the refund transaction and the date on which the refund was actually initiated.

I have kept the full record of the order, the promised delivery date, my complaints, the telephone call, your responses and the eventual cancellation.This matter has already been escalated to senior management, and I will retain this correspondence as part of the formal complaint record. And report Makro with the necessary authoritiesI expect a proper response addressing these questions rather than another generic apology.Regards,
Rudolf

Hi Makro,I find your explanation very concerning.The exact gloves I ordered are still actively listed and available on your website, despite you claiming that you were unable to fulfil my order due to supplier difficulties.How is this possible?I paid for the order on 16 August, was given a promised delivery date of 27 August, and only on the promised delivery date was I informed that the order was cancelled.I am not satisfied with this explanation or the way this matter has been handled.If this is not properly explained and resolved, I will be lodging a formal complaint with the relevant consumer authorities and providing them with the full correspondence and record of this matter.I will also be retaining screenshots showing that the product remains advertised on your website.I expect a proper explanation.Regards,
Rudolf

Nope, Makro. The CPA clearly provides consumer rights in circumstances like this. You cannot simply cancel a paid order without properly engaging with the customer first.You should have contacted me, explained the situation and given me the opportunity to decide how I wanted to proceed — whether I wanted a refund, an alternative product, or another appropriate solution.I did not ask Makro to cancel my order. Makro made that decision without properly consulting me.I am therefore not satisfied with this resolution and will be taking the matter further with the relevant consumer authorities.