Unacceptable Refund Delays and No Communication from Makro – Over R2,300 Outstanding

I am extremely disappointed and frustrated with Makro's returns and refunds process.

On 23 September 2026, I placed an order for a BounceKing slide and a Defy microwave. The order was for some reason, invalidated, but the deduction of over R2300 was made on my account. I immediately communicated this to Makro customer care services and received an email stating that the money will be refunded to my account.

I am now still waiting for my refund and it has now been a month with no refund and no proper feedback from Makro.

I have been communicating back and forth with Makro's customer care team via email. We were informed that the matter would be escalated to the finance department, but since then, we have received no meaningful update and the money has still not been refunded to our account.

Today, I also contacted Makro's customer care line by telephone in an attempt to get answers. The lady we spoke to was helpful and polite, and I appreciate her assistance. Unfortunately, she was unable to provide any answers or a resolution and could only advise that the matter would once again be escalated as urgent.

How many times does a customer need to follow up before Makro takes responsibility and resolves a straightforward refund?

Repeatedly telling customers that a matter has been escalated is not a solution, especially when there is no follow-up communication and no indication of when the refund will actually be processed.

This is not a small amount of money. Over R2,300 of our money has been tied up for a month, and we have had to spend our own time repeatedly chasing Makro for answers. We should not have to keep contacting customer care to get a refund that we are entitled to receive.

I find this level of service completely unacceptable. The lack of communication, accountability and urgency has left us extremely dissatisfied with Makro's online returns and refunds process.

I expect Makro to:

1. Process the outstanding refund of over R2,300 immediately. 2. Provide written confirmation of when the refund will be paid into our account. 3. Have a manager or the relevant finance department representative contact us with a clear explanation for this unacceptable delay.

I hope this complaint receives the attention it deserves and that Makro finally resolves the matter instead of simply escalating it again without providing feedback.

Customers should not have to fight for their own money or repeatedly chase a company for a resolution. Based on this experience, I am extremely disappointed with Makro's customer service and refund process.

I expect a proper response and, most importantly, my refund without any further delays.