EK
Enver K
1 reviews | Active since Apr 2021
18 Nov 2025, 15:02
Shocking Service – Sony Headphones Order Cancelled for No Good Reason
I am extremely disappointed with my recent experience with Makro. I placed an order for a pair of Sony headphones, paid in full, and received confirmation that my order was being processed. Weeks went by with no update, only for Makro to abruptly cancel my order after I escalated the matter and without a proper explanation or any meaningful attempt to resolve the issue.
Not only did this completely mess up my plans (these headphones were time-sensitive), but the lack of communication was unacceptable. I had to chase Makro for answers. For a retailer of this size, it’s shocking that basic things like stock management, honest communication, and respect for the customer’s time and money seem to be optional
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Replies (2)0
Replies (2)EK
Enver K's updateReviewer Update
19 Nov 2025, 14:20Hi Makro Team,
Thank you for your reply.
However, your response does not address the core issue: my fully paid, confirmed order for a flagship Sony headphone model was cancelled with the explanation that the supplier has no stock. Given the popularity and high-end nature of this range, I find this reasoning questionable.
To be transparent, it appears there may have been an error in pricing on Makro’s side, and the “supplier out of stock” explanation feels more like a default excuse than an accurate reflection of the situation. Regardless of the cause, the responsibility lies with Makro to fulfil the order as advertised. A retailer of your size and reputation should not pass the consequences of internal mistakes onto paying customers.
I am therefore asking for Makro to take ownership of this matter by:
- Honouring the original deal at the price advertised, or
- Providing an equivalent or upgraded replacement at no additional cost, and
- Offering a clear, factual explanation for the cancellation — not a generic supplier message.
A simple apology does not resolve the inconvenience or the loss of trust. What will restore confidence is Makro’s willingness to stand behind its commitments and treat customers fairly, even when there may have been an internal error. I look forward to a meaningful resolution.
EK
Enver K's update19 Nov 2025, 14:20
Reviewer Update
Hi Makro Team,
Thank you for your reply.
However, your response does not address the core issue: my fully paid, confirmed order for a flagship Sony headphone model was cancelled with the explanation that the supplier has no stock. Given the popularity and high-end nature of this range, I find this reasoning questionable.
To be transparent, it appears there may have been an error in pricing on Makro’s side, and the “supplier out of stock” explanation feels more like a default excuse than an accurate reflection of the situation. Regardless of the cause, the responsibility lies with Makro to fulfil the order as advertised. A retailer of your size and reputation should not pass the consequences of internal mistakes onto paying customers.
I am therefore asking for Makro to take ownership of this matter by:
- Honouring the original deal at the price advertised, or
- Providing an equivalent or upgraded replacement at no additional cost, and
- Offering a clear, factual explanation for the cancellation — not a generic supplier message.
A simple apology does not resolve the inconvenience or the loss of trust. What will restore confidence is Makro’s willingness to stand behind its commitments and treat customers fairly, even when there may have been an internal error. I look forward to a meaningful resolution.
EK
Enver K's updateReviewer Update
19 Nov 2025, 15:08Hi Makro Team,
Thank you for the response, but it still does not address the actual issue.
Your message states that:
- You cannot honour a previous price,
- You cannot place the order manually, and
- The cancellation simply defaults to a refund.
However, none of this explains why a confirmed, fully paid order for a specific product was cancelled in the first place. Pointing to “the system” does not absolve Makro of responsibility when the error originated on your side and not mine. If the cancellation was due to a pricing error or an internal system issue, then it is only fair and reasonable for Makro to take accountability rather than pushing the consequences onto the customer. Telling me that “a different supplier” sells the same product at a higher price simply reinforces the concern that the cancellation was motivated by price, not genuine stock unavailability. I am therefore formally requesting:
- Escalation to a senior manager or the e-commerce operations team, as the response provided so far does not resolve the issue.
- A clear and factual explanation of the actual reason the order was cancelled.
- A fair resolution, which includes honouring the original deal or providing an equivalent alternative at no additional cost.
I am not asking for anything unreasonable — only for Makro to take ownership of an error made on your side. A refund alone does not compensate for the inconvenience, time wasted, and loss of trust created by this experience. Please escalate this matter urgently and have someone with decision-making authority address it directly.
Regards,
Enver
Regards,
Enver
EK
Enver K's update19 Nov 2025, 15:08
Reviewer Update
Hi Makro Team,
Thank you for the response, but it still does not address the actual issue.
Your message states that:
- You cannot honour a previous price,
- You cannot place the order manually, and
- The cancellation simply defaults to a refund.
However, none of this explains why a confirmed, fully paid order for a specific product was cancelled in the first place. Pointing to “the system” does not absolve Makro of responsibility when the error originated on your side and not mine. If the cancellation was due to a pricing error or an internal system issue, then it is only fair and reasonable for Makro to take accountability rather than pushing the consequences onto the customer. Telling me that “a different supplier” sells the same product at a higher price simply reinforces the concern that the cancellation was motivated by price, not genuine stock unavailability. I am therefore formally requesting:
- Escalation to a senior manager or the e-commerce operations team, as the response provided so far does not resolve the issue.
- A clear and factual explanation of the actual reason the order was cancelled.
- A fair resolution, which includes honouring the original deal or providing an equivalent alternative at no additional cost.
I am not asking for anything unreasonable — only for Makro to take ownership of an error made on your side. A refund alone does not compensate for the inconvenience, time wasted, and loss of trust created by this experience. Please escalate this matter urgently and have someone with decision-making authority address it directly.
Regards,
Enver
Regards,
Enver