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naomi W
1 reviews | Active since Sept 2015
31 Jul 2025, 18:58
Unacceptable Service and Poor Communication – Ruined a Special Gift
I ordered an ENZO Automatic Oil and Wax Heater online from Makro on 22 July, with delivery scheduled for 26 July as it was a gift. On the delivery day, I was told my cellphone number was incorrect and the parcel was sent back to the supplier without any attempt to confirm details with Makro. Despite multiple calls and promises of escalation, no delivery occurred on the promised days (Monday to Wednesday). On Thursday, after again requesting urgent delivery, I was shocked to receive an email confirming a refund – which I never requested. No one called me back as promised, and the gift never arrived. This is unacceptable service, and I will not shop online with Makro again.
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Replies (4)nW
naomi W's updateReviewer Update
01 Aug 2025, 11:09Dear Makro Team,All I continue to receive are copy-and-paste apologies with no real accountability or resolution. I am tired of hearing "we apologise" without any meaningful action or explanation.This was a time-sensitive gift, and your failure to communicate, followed by an unauthorised cancellation and refund, is unacceptable. At no point did I request a refund—I simply wanted the order delivered as promised.If this is the level of service Makro considers acceptable, then I will not be placing any further online orders with you and will be sharing my experience publicly.I expect a proper response that addresses the issue, not another generic apology.Regards,
Naomi Wehmeyer
Naomi Wehmeyer
nW
naomi W's update01 Aug 2025, 11:09
Reviewer Update
Dear Makro Team,All I continue to receive are copy-and-paste apologies with no real accountability or resolution. I am tired of hearing "we apologise" without any meaningful action or explanation.This was a time-sensitive gift, and your failure to communicate, followed by an unauthorised cancellation and refund, is unacceptable. At no point did I request a refund—I simply wanted the order delivered as promised.If this is the level of service Makro considers acceptable, then I will not be placing any further online orders with you and will be sharing my experience publicly.I expect a proper response that addresses the issue, not another generic apology.Regards,
Naomi Wehmeyer
Naomi Wehmeyer
nW
naomi W's updateReviewer Update
01 Aug 2025, 13:04Your response is disappointing and lacks accountability.Let me clarify, there was one failed delivery attempt since Saturday, which I find unacceptable. I called your team on Saturday and was assured the matter was escalated and that delivery would take place by Monday. That clearly did not happen. Was promised it would be delivered on Wednesday before 6:00p.m.Placing the blame on me as the customer is not only unfair but inaccurate. If the issue was truly on my side, why was I refunded without any dispute? Why did the team leader nit call me as promised.This level of service is unacceptable, and I expect proper ownership of the situation — not a generic apology and misplaced blame.Regards,
Naomi
Naomi
nW
naomi W's update01 Aug 2025, 13:04
Reviewer Update
Your response is disappointing and lacks accountability.Let me clarify, there was one failed delivery attempt since Saturday, which I find unacceptable. I called your team on Saturday and was assured the matter was escalated and that delivery would take place by Monday. That clearly did not happen. Was promised it would be delivered on Wednesday before 6:00p.m.Placing the blame on me as the customer is not only unfair but inaccurate. If the issue was truly on my side, why was I refunded without any dispute? Why did the team leader nit call me as promised.This level of service is unacceptable, and I expect proper ownership of the situation — not a generic apology and misplaced blame.Regards,
Naomi
Naomi
nW
naomi W's updateReviewer Update
08 Aug 2025, 05:16Good day
All responses to date have been generic apologies without addressing the root cause or accepting accountability.
This was a time-sensitive gift, and your failure to deliver as promised, combined with the lack of communication and accountability, is unacceptable.Please provide:
Naomi Wehmeyer
All responses to date have been generic apologies without addressing the root cause or accepting accountability.
This was a time-sensitive gift, and your failure to deliver as promised, combined with the lack of communication and accountability, is unacceptable.Please provide:
- A detailed explanation of why the order was cancelled after only one delivery attempt.
- The reason my refund was processed without my consent.
- An explanation as to why the promised Team Leader call never took place.
- The name and contact details of the next escalation point if this matter is not resolved to my satisfaction.
Naomi Wehmeyer
nW
naomi W's update08 Aug 2025, 05:16
Reviewer Update
Good day
All responses to date have been generic apologies without addressing the root cause or accepting accountability.
This was a time-sensitive gift, and your failure to deliver as promised, combined with the lack of communication and accountability, is unacceptable.Please provide:
Naomi Wehmeyer
All responses to date have been generic apologies without addressing the root cause or accepting accountability.
This was a time-sensitive gift, and your failure to deliver as promised, combined with the lack of communication and accountability, is unacceptable.Please provide:
- A detailed explanation of why the order was cancelled after only one delivery attempt.
- The reason my refund was processed without my consent.
- An explanation as to why the promised Team Leader call never took place.
- The name and contact details of the next escalation point if this matter is not resolved to my satisfaction.
Naomi Wehmeyer
nW
naomi W's updateReviewer Update
12 Aug 2025, 22:44You are going to work as I see the complaints are straming in. I will never ever buy online by Makro and be assured I will not recommend you to any person. I think your reputation is ruined with this online service The funds is still not refunded in my account. Please provide proof of payment.
nW
naomi W's update12 Aug 2025, 22:44
Reviewer Update
You are going to work as I see the complaints are straming in. I will never ever buy online by Makro and be assured I will not recommend you to any person. I think your reputation is ruined with this online service The funds is still not refunded in my account. Please provide proof of payment.