POOR CX SERVICE

I am beyond frustrated and completely fed up with the shocking service I have received from Makro regarding my order. OD***

I placed this order in early January and returned three items. What followed has been absolute chaos. The items were collected and then returned to me multiple times due to Makro’s complete lack of internal communication. Even your couriers had no idea what was happening which says everything about how poorly this situation has been handled internally.

After weeks of unnecessary back-and-forth, the items were finally returned correctly. I was clearly told that my refund would take 5 working days. It has now been well over two weeks, and I am still waiting. To make matters worse, I had to personally call Value Logistics to try and get answers because no one at Makro seems capable of providing them. I was then told that the package is “missing in transit.”

How exactly is that my problem?

I returned the items as instructed. They were collected by YOUR appointed courier. Once the goods were handed over, the responsibility shifted to Makro and your logistics partners not me.

It is completely unacceptable that I am now being indirectly penalised or delayed because of internal mishandling or a lost parcel within your own system. What is even more outrageous is that this has now become my responsibility to chase, follow up, explain the situation repeatedly, and essentially resolve my own query. Well done, Makro. The incompetence and lack of ownership displayed throughout this process is astounding.

Your customer service structure is clearly broken. Agents cannot resolve matters. Supervisors provide no real assistance. Managers are never available. Departments blame one another while I remain without my refund.

Let me be very clear: whether the parcel is missing, delayed, or mishandled internally is not my concern. I fulfilled my obligation by returning the items properly. You are now obligated to refund me. I expect immediate confirmation of when my refund will be processed. I will not accept further excuses, scripted responses, or blame-shifting. This has been an exhausting and unacceptable experience from start to finish, and I expect urgent resolution.