Pathetic and disappointing service

Extremely disappointing service from Makro – Overdue order, no communication and order cancelled without my knowledge

I am extremely disappointed with my experience with Makro and feel that this matter now warrants the attention of senior management.

I placed an order for a tumble dryer on 17/07/2026. At the time of purchase, I was advised that delivery would take approximately 11 days. That timeframe has come and gone, and I am still without my order.

What is most frustrating is that I have had to do all of the chasing myself. I have repeatedly contacted Makro simply to find out what is happening with an order that I had already paid for.

I have spoken to Zia and Lee, and more recently to Michaela, a manager, who assured me during our conversation that she would keep me posted, but failed to do so. I also left a message requesting a call back. Despite this, I received no call, no email and no meaningful feedback. Althea, who is Michaela's manager/superior, was also supposed to return my call, which never happened.

I was previously told by three different employees that my tumble dryer had been packed and was simply waiting for the courier to collect it. I therefore expected the delivery to finally be on its way.

Then I discovered that my order had apparently been cancelled without my knowledge or consent.

This is extremely concerning.

How can an order be cancelled without the customer being properly informed, particularly after I have spent days following up and being told that the item was packed and awaiting the courier?

Even more frustrating is that the exact same tumble dryer is still being advertised on Makro's website as a promotional item.

So I am left asking:

If the product is still being advertised and available as a promotion, why was my existing order cancelled?

I have been given no satisfactory explanation.

Because Makro advised me that my order had already been cancelled, I was left with no choice but to accept a refund. This was not my preferred outcome. I wanted the product I had ordered and paid for, and I had already waited well beyond the promised delivery timeframe.

I should not have been put in a position where I had to accept a refund simply because Makro cancelled my order without properly communicating this to me.

I am a very understanding customer, and I appreciate that delays can sometimes happen. What I cannot accept is the lack of communication, lack of accountability and the fact that I, as the customer, have had to repeatedly chase Makro for answers.

For a major national retailer, this level of service is simply unacceptable.

I am now asking Makro's senior management to investigate this matter, including:

Why my order was delayed well beyond the promised delivery timeframe. Why I had to repeatedly contact Makro for updates. Why I was told the item was packed and awaiting the courier. Why my order was subsequently cancelled without my knowledge or consent. Why I was only made aware of the cancellation after having to repeatedly follow up. Why I was left with no choice but to accept a refund. Why the exact same product is still being advertised online as a promotional item. Why neither Michaela nor her superior, Althea, followed through with the promised call. And, most importantly, what Makro intends to do to address this unacceptable customer experience.

At this point, I am fed up with having to chase Makro for something I ordered and paid for.

I sincerely hope someone in senior management takes ownership of this complaint, because my experience so far has been extremely disappointing.

Makro, I am asking you to please stop passing customers from one person to another and have someone with the authority to properly investigate this matter and provide a meaningful explanation.

This has been an extremely frustrating and disappointing experience, and certainly not the level of service I expected from a major retailer.