rB
ryan B
1 reviews | Active since Jan 2013
10 Jul 2025, 13:28
Poor Customer Service - refund
I returned a product on 9th June 2025 and a refund was set to take place by 26th June into the same account from which the purchase was made i.e EFT. I contacted customer services on 28th June, only to be told that the payment method has failed and that I should submit a bank confirmation letter via email, which I did on the same day. This call lasted over 15 minutes and the consultant could not give me a reason why the payment has failed or why I was not informed of such. The consultant escalated the matter to the finance department.
I followed up again on 4th July, only to be advised that the matter will be escalated for a second time but no date was given of when I will receive my refund. It is also impossible for customers to speak to someone from the finance department. This time around, the consultant advised that failed payments happens often and that I should not be worried. I fail to understand why Makro is not addressing the problem since it happens often.
Today, 10th July 2025, I have not received my refund. Furthermore, Makro has not communicated to me at all.
Helpful (0)
Replies (11)0
Replies (11)rB
ryan B's updateReviewer Update
15 Jul 2025, 13:36I was only requested to send my banking details after I followed up on 28th June. Why was I not informed via any communication method the moment when payment failed on the 14th and 15th June? Even after sending my banking details on 28th June, to date (15th July) I have not been reimbursed yet. The Customer Contact Centre agents were not helpful at all. On four separate occasions, all they have done was to escalate the matter but no clear communication with regards to when I will receive a refund.
My latest calls to the Customer Care department dated 11th and 12th July 2025, I requested to speak to a team leader and left my contact details to be contacted. It should come as no surprise that I was not contacted at all. I find it unacceptable that I had to contact the H/O to find the person/department who is responsible for refunds when none of the agents were able (or willing) to do so.
My latest calls to the Customer Care department dated 11th and 12th July 2025, I requested to speak to a team leader and left my contact details to be contacted. It should come as no surprise that I was not contacted at all. I find it unacceptable that I had to contact the H/O to find the person/department who is responsible for refunds when none of the agents were able (or willing) to do so.
rB
ryan B's update15 Jul 2025, 13:36
Reviewer Update
I was only requested to send my banking details after I followed up on 28th June. Why was I not informed via any communication method the moment when payment failed on the 14th and 15th June? Even after sending my banking details on 28th June, to date (15th July) I have not been reimbursed yet. The Customer Contact Centre agents were not helpful at all. On four separate occasions, all they have done was to escalate the matter but no clear communication with regards to when I will receive a refund.
My latest calls to the Customer Care department dated 11th and 12th July 2025, I requested to speak to a team leader and left my contact details to be contacted. It should come as no surprise that I was not contacted at all. I find it unacceptable that I had to contact the H/O to find the person/department who is responsible for refunds when none of the agents were able (or willing) to do so.
My latest calls to the Customer Care department dated 11th and 12th July 2025, I requested to speak to a team leader and left my contact details to be contacted. It should come as no surprise that I was not contacted at all. I find it unacceptable that I had to contact the H/O to find the person/department who is responsible for refunds when none of the agents were able (or willing) to do so.
rB
ryan B's updateReviewer Update
15 Jul 2025, 14:59Escalated again for the 5th time, why am I not surprised? Poor customer service!
rB
ryan B's update15 Jul 2025, 14:59
Reviewer Update
Escalated again for the 5th time, why am I not surprised? Poor customer service!
rB
ryan B's updateReviewer Update
15 Jul 2025, 16:10Have you not been paying attention? I have forwarded the documents on 28th June to ***. Apart from that, I have forwarded the same email on 1st July 2025.
Today, 15th July 2025, I have forwarded the docs onto *** and ***
How many more times would you like me resend it?
Today, 15th July 2025, I have forwarded the docs onto *** and ***
How many more times would you like me resend it?
rB
ryan B's update15 Jul 2025, 16:10
Reviewer Update
Have you not been paying attention? I have forwarded the documents on 28th June to ***. Apart from that, I have forwarded the same email on 1st July 2025.
Today, 15th July 2025, I have forwarded the docs onto *** and ***
How many more times would you like me resend it?
Today, 15th July 2025, I have forwarded the docs onto *** and ***
How many more times would you like me resend it?
rB
ryan B's updateReviewer Update
16 Jul 2025, 11:56I’m unsure of why you’re telling me that it has been escalated etc when I have been told the same thing by numerous consultants. Looking at other similar complaints, it’s clear the Makro has no clue of how to fix the problem. I want my refund, not apologies and feedback!
rB
ryan B's update16 Jul 2025, 11:56
Reviewer Update
I’m unsure of why you’re telling me that it has been escalated etc when I have been told the same thing by numerous consultants. Looking at other similar complaints, it’s clear the Makro has no clue of how to fix the problem. I want my refund, not apologies and feedback!
rB
ryan B's updateReviewer Update
16 Jul 2025, 14:20Instead of giving me an automated response, provide me with a firm payment date.
rB
ryan B's update16 Jul 2025, 14:20
Reviewer Update
Instead of giving me an automated response, provide me with a firm payment date.
rB
ryan B's updateReviewer Update
17 Jul 2025, 12:24So how is it that I, as an outsider, have managed to find out the date when I will be refunded and you cannot? I have called the H/O on *** and spoke to both the assistant manager and today, 17th July, I received a mail from the manager.
If you cannot provide customers with accurate feedback, what exactly is your function except for escalating and apologising all of the time?
If you cannot provide customers with accurate feedback, what exactly is your function except for escalating and apologising all of the time?
rB
ryan B's update17 Jul 2025, 12:24
Reviewer Update
So how is it that I, as an outsider, have managed to find out the date when I will be refunded and you cannot? I have called the H/O on *** and spoke to both the assistant manager and today, 17th July, I received a mail from the manager.
If you cannot provide customers with accurate feedback, what exactly is your function except for escalating and apologising all of the time?
If you cannot provide customers with accurate feedback, what exactly is your function except for escalating and apologising all of the time?
rB
ryan B's updateReviewer Update
17 Jul 2025, 13:52Why can you not provide me with a timeframe when I could establish the payment timeframe after getting in touch with Head Office? Do you not have contact with your head office?
rB
ryan B's update17 Jul 2025, 13:52
Reviewer Update
Why can you not provide me with a timeframe when I could establish the payment timeframe after getting in touch with Head Office? Do you not have contact with your head office?
rB
ryan B's updateReviewer Update
18 Jul 2025, 12:43You have been forwarding the refund request since 28th June. I need immediate action and not futher platitudes.
rB
ryan B's update18 Jul 2025, 12:43
Reviewer Update
You have been forwarding the refund request since 28th June. I need immediate action and not futher platitudes.
rB
ryan B's updateReviewer Update
18 Jul 2025, 13:49You keep saying the same thing over and over again, stop apologising and refund me already.
rB
ryan B's update18 Jul 2025, 13:49
Reviewer Update
You keep saying the same thing over and over again, stop apologising and refund me already.
rB
ryan B's updateReviewer Update
19 Jul 2025, 09:10Good morning,
For the upteenth time, stop apologising and actually pay me back my money! There are at least 11 other similar complaints from May to July 2025, clearly indicating that your refund system is not working. I already know that the payment has been processed because I have been in touch with the refunds department so how is it that you are still telling me that you will let me know? You know nothing and that’s the problem. I am still waiting for the responsible manager from the Customer Care department to call me since yesterday. Pathetic.
For the upteenth time, stop apologising and actually pay me back my money! There are at least 11 other similar complaints from May to July 2025, clearly indicating that your refund system is not working. I already know that the payment has been processed because I have been in touch with the refunds department so how is it that you are still telling me that you will let me know? You know nothing and that’s the problem. I am still waiting for the responsible manager from the Customer Care department to call me since yesterday. Pathetic.
rB
ryan B's update19 Jul 2025, 09:10
Reviewer Update
Good morning,
For the upteenth time, stop apologising and actually pay me back my money! There are at least 11 other similar complaints from May to July 2025, clearly indicating that your refund system is not working. I already know that the payment has been processed because I have been in touch with the refunds department so how is it that you are still telling me that you will let me know? You know nothing and that’s the problem. I am still waiting for the responsible manager from the Customer Care department to call me since yesterday. Pathetic.
For the upteenth time, stop apologising and actually pay me back my money! There are at least 11 other similar complaints from May to July 2025, clearly indicating that your refund system is not working. I already know that the payment has been processed because I have been in touch with the refunds department so how is it that you are still telling me that you will let me know? You know nothing and that’s the problem. I am still waiting for the responsible manager from the Customer Care department to call me since yesterday. Pathetic.
rB
ryan B's updateReviewer Update
22 Jul 2025, 14:36What exactly is the point of your response? You have done nothing to adress my concerns. I have already received the refund and you are still carrying on about getting feedback from the finance department.
rB
ryan B's update22 Jul 2025, 14:36
Reviewer Update
What exactly is the point of your response? You have done nothing to adress my concerns. I have already received the refund and you are still carrying on about getting feedback from the finance department.