Worst Service

I am extremely disappointed with the terrible service I have received from Makro Online regarding a washing machine I purchased.

The machine was delivered on the correct day, but once we unpacked it, we discovered visible damage. I reported the issue on the Makro app on Tuesday, and I was promised that the machine would be collected on Thursday.

Thursday came and went with no communication whatsoever—no call, no SMS, nothing indicating who would collect the machine or when. When I called customer service:

The first consultant hung up on me,

The second call was not helpful, and

The third consultant told me they couldn’t track or check collection details at all.

Already frustrated, I tried the WhatsApp line, but responses took over an hour and gave me no solution.

Later that evening, a driver eventually arrived—only to tell me he could not collect the machine because he arrived in a small car and thought he was collecting a parcel. He then promised to come back on Saturday. We waited the entire day.

On Friday, I went to Makro Germiston to buy other items and also find out whether I could bring the machine in myself.

I was assisted by Patrick, who was very helpful. He contacted Makro Woodmead and was assured that the matter would be handled urgently and that I would receive a call before 3 pm. No one ever called.

Instead, someone arrived at my gate unannounced to collect the machine while we were not home—because we had been told it would only be collected first thing Saturday morning. Saturday came, and still nothing. When I contacted the driver, he said he does NOT work on Saturdays.

As of today, the damaged machine is still sitting at my house, and this entire situation has been stressful, inconvenient, and unacceptable—especially because this was meant to be a present for my brother.

Makro, is this really how you treat loyal customers? I am deeply disappointed and expect an urgent resolution.