Very poor service from Makro

Item: Makro
Rating: 1
Author: Nancy T

On Sunday, 30 November 2025, I purchased a Hisense washing machine (Order Number: OD***). At the time of purchase, the item was indicated as in stock and I completed full payment.

Monday afternoon, I checked the delivery status and was surprised to find that the order had been cancelled without any notification. I then visited the online store again and noticed that the exact same item is currently available—however, at a higher price.

This situation is extremely concerning, as it appears ********* and contrary to my consumer rights. I purchased an item that was clearly marked as in stock, and I should rightfully receive the product at the price I paid. If the cancellation was due to stock unavailability, it is unclear why the same item is now listed as available. I wrote to the online complaints line today and they have advised that they cannot reserve items that are online. I cannot understand their explanation because the item was available when I purchased or I would have not been allowed to purchase it and there was no explanation why the exact same item was advertised on Monday morning at a higher price. I called the entire day trying to seek assistance telephonically but the Managers that I have been referred to either don't answer their calls or are cutting their calls. I am so disappointed by the service that I am receiving. I will never shop at Makro again.

Helpful (0)

Replies (2)

Nancy T's updateReviewer Update

03 Dec 2025, 14:14

Your response and apology are not acceptable, as they fail to address the key issue: why is the exact same item still available both online and in store, but at a higher price? This is ********* and appears to be a deliberate attempt to force customers to pay more for the same product.

I have already escalated this matter to the Goods and Services Ombud.

This washing machine was purchased for a 71-year-old grandmother who recently underwent major heart surgery. She is now left without a washing machine during her recovery, and on top of that, she has been told she must wait 19 days for a refund. How is she expected to manage in the meantime?

The very least Makro can do is process an immediate refund so that she is able to purchase the appliance elsewhere without further delay.

I am extremely disappointed with Makro’s conduct and lack of accountability in this matter.

Nancy T's update03 Dec 2025, 14:14

Reviewer Update

I have already escalated this matter to the Goods and Services Ombud.

The very least Makro can do is process an immediate refund so that she is able to purchase the appliance elsewhere without further delay.

I am extremely disappointed with Makro’s conduct and lack of accountability in this matter.

Nancy T's updateReviewer Update

04 Dec 2025, 08:34

I am extremely dissatisfied with the way this matter has been handled. Your response did not address my key concern regarding the refund. I require confirmation that my refund will be processed immediately — I cannot and will not wait 15 days.

This delay is unacceptable, especially given that the order was cancelled by your company without any valid explanation, and the same item is still available at a higher price. I am already escalating this issue to the relevant consumer protection bodies, as this practice appears ********* and contrary to consumer rights.

Please confirm the immediate processing of my refund as a matter of urgency.

Nancy T's update04 Dec 2025, 08:34

Reviewer Update

Please confirm the immediate processing of my refund as a matter of urgency.