Very bad quality Artificial Grass form Makro

Makro ask me to follow the return process online and give the reason for the return which was the bad quality of the product. First they excepted the return and get a courier company to collect the installed artificial grass that is stil glued to a wooden deck!

Then they rejected the return because they could not collect the installed product after I asked them more them once if I must uninstall the product before collection which they ignore to reply!

This is turning into the most frustated exsperience of my live with a company that semms to do not care about selling quality products and on top of that poor service to get the issue resolved!

Makro's own policy states that for large, bulky, or installed products, they may require an on-site assessment. Because the product is glued to my deck, a standard courier collection is not appropriate.

Can Makro arrange for an on-site assessment pleae?

No I have have not been contacted.

Customer Contact Centre - Makro Online | Wed, Dec 10, 11:38 AM | |
to meGood day John,

Thank you for reaching out to us.

We’re here to make your return experience as seamless as possible.

NB: Our third-party providers will only execute a refund; they do not provide replacements.

Please follow these simple steps to process your online return with ease:

1. Begin by logging into your account.
2. Navigate to the orders section and select the relevant order.
3. Proceed to initiate a return for the item.

As a gentle reminder, please double-check the quantity you wish to return and enter the correct number to ensure everything goes smoothly.

Feel free to reach out if you have any questions or need further assistance.

We're here to help! Kind regards, Mahlatse Makgatho Call Centre Agent
Tel: ***
E-mail: ***
Web: www.makro.co.zaDivision of MASSMART Holdings Limited
16 Peltier Drive, Sunninghill, 2157


Your return request could not be processedDear JOHN JOHN,We’ve had to reject your return request.Reason: Product collection failedBased on our assessment and policy, the product doesn’t qualify for a return.Please contact us at ***if you have any questions.Return Request ID: ***Regards,The Makro Team

This is now another 23 days later and still this issue is not been resolved by Markro! See my email to them below with-out any formal reply.

John <***> | Fri, Jan 16, 9:10 AM (7 days ago) | |
to FBS, Customer, bcc: me

Dear Makro Management, Re: OD*** [#262F0]I am in receipt of the email from your Marketplace team dated 8 January 2026, which states that my return is "rejected" because the product is installed. This is a blatant violation of the Consumer Protection Act (CPA) and directly contradicts the written instructions provided by your own agent, Lerato Mnguni, on 30 December 2025.I will not be "re-logging" a return that requires me to uninstall a defective product at my own expense. Under Section 56(2) of the CPA, a consumer has the right to return defective goods at the supplier’s risk and expense. Furthermore, Section 61 holds you liable for the economic loss (installation and uninstallation costs) caused by your defective product.This is my final notice.I am providing Makro with 5 business days (expiring at 17:00 on Friday 23 Jan 2026) to:

1. Schedule the technician assessment as per your "Installed Products" policy; OR
2. Provide written confirmation that you will refund the material and reimburse the professional labour costs for uninstallation and re-installation.

If I do not have a confirmed appointment for a technician by this deadline, I will immediately:

• File a formal dispute with the Consumer Goods and Services Ombud (CGSO).
• Escalate the matter to the National Consumer Commission (NCC) for a breach of the imp**** warranty of quality.
• Post the full transcript of this "run-around" to HelloPeter and social media platforms to warn other consumers.

I have been more than patient. I expect a response from a senior manager who understands the legal obligations of a retailer under South African law.Regards,John van Rensburg
***

Below the rmail to OMBUD; 33 Business days later and no official reply. And Makro did nothing and OMBUD did nothing.

I this the way I am protected by The Consumers Protection Act?

Nadima Hartley <***> | Jan 26, 2026, 2:49 PM | |
to me26 January 2026

Dear Mr Janse Van Rensburg,

RE: ***

We have received your complaint against Makro regarding:

Retail (Services; Online Transactions)

Defective within 6 months (Goods; Defects)

Your complaint has been sent to the supplier for them to investigate and provide feedback. Although 15 business days is given to the supplier to respond, this process may be longer or shorter due to the nature of some cases.

We can assure you that your matter is receiving attention and we will provide feedback as soon as possible.



Sincerely

Nadima Hartley

Complaints Officer

Hi Makro

Today is 31 Mar 2026 and still no response form Makro besides an amail I received on 16 March 2026 that the case has been resolved! Please rate our service! What was resolved Makro? I still sit with your bad product and no refund.

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This is pathetic service; in the meantime I visit the Makro Branch in Brackenfell on March 16 2026 and spoke to Garth that was very heplfull. We are on whatsup and he tries his best with Makro's Headoffice that deals with the returns and quest what? No replies no feedback!

I am also waiting for Consumer Goods & Services OMBUD feedback. On 26 Jan 2026 they send me an email and this was the last reply. Shame on you for suppose to protec customers and this is the type of service you supply!

{0F744F9A-2E07-415A-8853-BF654AF1CC11}.png 60.98 KB

Hi Makro

Today is 16 April 2026. Still now refund from Makro. 91 Business days later.

I Quote from Makro's policy.

Within 6 months from purchase, the Makro policy is:
After the request is processed, the product will be assessed either in store or on site and based on the fault, Makro will, at its sole discretion, process a repair, replacement, or refund of your product. Products that are under warranty, alternatively that are found to be materially defective and are returned within 6 (six) months from date of purchase for repairs, carry an additional 3 (three) months guarantee on all repair work.

I draw your attention on "will be assessed either instore or onsite."

My return request was with in 6 months. My return was rejected by Makro because they could not send-out a technician to do the onsite assessment as per the above policy.

Who is the CGSO team Makro?

I need the CEO of Makro to take note of what is going on in your companies online return deparment:

Top Complaint CategoriesBased on reports from the Consumer Complaints South Africa group and Hellopeter, the primary issues reported in the last 6 months include:

• Refund Delays: Customers report waiting between 30 days to 4 months for refunds after cancelling non-delivered orders Facebook +1.
• Non-Delivery: Orders marked as "delivered" on the app that never physically arrived Facebook +1.
• "Ghost" Stock: Items being sold online that are actually out of stock, followed by "discrete refunds" that do not cover original bank charges Facebook +1.
• Poor Hub Communication: Specific local complaints often mention being "sent from pillar to post" between the online call centre and local physical stores like Makro Cape Gate Facebook +1.

Shame on you Makro!