Pathetic service

Formal Escalation: Unacceptable Service and Refund Delay I am extremely dissatisfied with the service I have received from Makro. I placed an order on 10 June, and on 13 June the system reflected that the order was not placed and that a refund would be processed “shortly,” despite my account already being debited.

I contacted the call centre and escalated the matter to Patience, the call centre team leader, who arranged for Sifiso Sibiya to assist me. Since Saturday, I have received misleading information and no follow-up. Sifiso Sibiya requested documentation for the refund, which I submitted within 30 minutes, after which there was no response.

On Monday, after a long wait, I spoke to Sifiso again, who stated that my documents were not received and provided an alternative email address for Ashley Mgedlana, who later confirmed receipt. I was assured that the refund would be processed by Wednesday and promised a callback, which did not occur.

When I called again on Wednesday, I was transferred to Zwelethu, also a team leader, who promised to call me back but instead emailed stating he was unable to reach me, which was incorrect.

This level of service is unacceptable. I am requesting that my refund be processed immediately. Unhappy customer Reply (8) Makro’s reply 17 Dec 2025 at 17:08 Hi V Sihtole,

We apologize for the delay of your refund.

We have received feedback from the finance team that your refund has been sent for approval.

We will advise once the funds has been refunded.

We apologize for the inconvenience caused.

Regards, Makro social media team. V’s reply 19 Dec 2025 at 09:39 “The case was escalated on Saturday to the finance department, it was sent yesterday for approvals. Kindly allow the finance team some time to work on your refund.”

This is the feedback I got from your online what’s app being handled by Babalwa

Why are you people keep on feeding lies? When will my money reflect on my bank account? Makro’s reply 21 Dec 2025 at 12:48 Hi V Sihtole,

Within this week the funds will be updated and it will be send for processing.

We apologize for the delay and inconvenience caused.

Regards, Makro social media team.

V’s reply 29 Dec 2025 at 09:54 Again I’m asking when does a refund for an escalation due to your negligence as Makro take?

I still have not received my money or any correspondence regarding it.

I work for a financial institution myself and 48 to 72 hours is the maximum it takes for a refund that is an escalation.

I did not ask for a refund here, you took my money from my bank account, did not process my order , promised to refund the money shortly yet I’m still waiting since the 10th.

What is going on here exactly? Not even one decent human being gives me a call to explain this? Makro’s reply 29 Dec 2025 at 15:05 Hi V,

Please be advised that the matter has been escalated and is currently with our Finance team.

We will provide you with further updates as soon as new information becomes available.

Kind regards,

Makro Social Media Team V’s reply 30 Dec 2025 at 09:24 Look at the trail of this complaint, is it normal to you Makro, why no one from your finance team is giving feedback on this matter? Why you keeping feeding me nonsensical scripted response and not follow up with this finance team of yours??? Surely to you u enjoy what I’m doing each day to beg you for my money. V’s reply 30 Dec 2025 at 09:42 Seems this is been your trend to take people’s monies and lie about orders not being placed and not return their money , below are your other reviews from other different people with the same issue and no assistance

app rerouted me to my bank to make a payment. After the payment was made a message appear "sorry, if the amount was debited it will be refunded shortly". Up until today after I sent an email to the support centre no reply what so ever. I drive all the way to the Stubensvalley branch for assistance and the person in charge there send the necessary documents to headoffice for a refund. For the second time I visited the branch after three days to find out about the progress. Needless to say I must just wait. Phone customer service again after a few days just to hear that I have to wait 14 to 17 days for a refund. Will never ever order anything online from Makro again. This is very very bad service

Unprofessional and shocking service. I have placed an order; system took me straight to the bank app, and items were paid for, R2498. 2 Days later i check up on my order,. only to find the order did not go through, but the payment did. Call centre confirms there was a system error and i need to wait 5 - 7 working days for my refund. After numerous calls, which are all recorded, and more than 10 emails i still have no product or refund. Every reply email starts with "we apologize, your email has been sent to the Finance department to do a manual recon". I was told to email my proof of payment, bank confirmation letter and ID document. Why does it have to take so long to check whether the money was received, as per my pop, and load a refund. No one is giving me any valuable answers. This is theft! This was supposed to be a Xmas gift. I have no gift and no refund to purchase the same item from another supplier. This is definitely the last time that Makro will every have my support, and I will be taking this complaint to social media. I am so angry! V’s reply 30 Dec 2025 at 10:12 Now I have been holding for a good 25 minutes with Tylo/ who refuses to give me his surname .

Makro you have zero respects for clients.