1 reviews | Active since May 2026
Wrong Item Delivered, Weeks Later Still No Resolution
I am extremely disappointed with the service I’ve received from Makro regarding an order I placed for a baby walker on 9 April 2026.
Instead of delivering the baby walker I ordered, the courier delivered a ******* bin. I immediately informed the delivery team that the item was incorrect, and they took the bin back with them on the same day. I was then assured that the issue would be resolved.
Since then, I have spent weeks repeatedly calling, logging tickets, and following up with Makro, but nothing has been resolved. Every time I contact customer service, I receive different answers and no clear resolution.
Today, I was finally told by a consultant that I will most likely not receive the baby walker at all, and that I may instead receive a refund — but only once the incorrect package is returned to the supplier. The problem is that nobody can tell me how long that process will take.
This entire situation was caused by an error on Makro’s side, yet I am the one left inconvenienced, delayed, and forced to keep chasing updates with no accountability. I also do not accept being told that the problem is “with the courier,” because the courier represents Makro as part of the delivery process. As a customer, I purchased from Makro, not from the courier company separately.
What frustrates me most is the complete lack of urgency and communication. I now have to wait indefinitely for a refund before I can even purchase the item elsewhere.
This has been an incredibly stressful and disappointing customer experience, especially considering that I have supported Makro before without issues. I simply expected accountability, communication, and a proper resolution.
I’m still awaiting feedback.
I’m still awaiting feedback.
Thank you for your response, however I am no longer satisfied with the handling of this matter. I have continuously been told that the issue is being followed up and escalated, yet I still received the incorrect order again.
I ordered a baby walker, not a ******* bin, and this situation has now become extremely frustrating and unacceptable. We already informed the driver that the item delivered was incorrect, and it was rejected immediately.
I would like urgent clarification on where my actual order is, when it will be delivered, and how this issue will finally be resolved. If this matter is not resolved urgently, I will proceed with escalating it further to the CGSO.
Kind regards,
Mzamo Mabena
Thank you for your response, however I am no longer satisfied with the handling of this matter. I have continuously been told that the issue is being followed up and escalated, yet I still received the incorrect order again.
I ordered a baby walker, not a ******* bin, and this situation has now become extremely frustrating and unacceptable. We already informed the driver that the item delivered was incorrect, and it was rejected immediately.
I would like urgent clarification on where my actual order is, when it will be delivered, and how this issue will finally be resolved. If this matter is not resolved urgently, I will proceed with escalating it further to the CGSO.
Kind regards,
Mzamo Mabena
This is no longer a standard return issue. The core problem is that Makro failed to fulfil the correct order twice, despite the matter allegedly being escalated already. I ordered a baby walker, yet I received a ******* bin again.
Your latest response simply provided automated return instructions without addressing the actual service failure, accountability, or resolution process. That is unacceptable.
As a customer, I understand that Makro’s Returns and Consumer Protection obligations do not only relate to accepting returns, but also to correctly fulfilling orders, resolving errors within a reasonable time, and providing meaningful customer support when failures occur.
At this stage, I require clear and direct answers to the following:
• Where is the baby walker that I paid for?
• Why was the incorrect item dispatched a second time after escalation?
• What corrective action was taken internally after the first failed delivery?
• Why has no proper case ownership or resolution feedback been provided?
• What is the expected timeline for resolving this matter completely?
The concern here is not merely the collection of the incorrect item. The concern is the repeated operational failure and the complete lack of effective resolution despite multiple engagements.
As someone experienced in customer service myself, I find it deeply concerning that this matter continues to be handled through generic scripted responses instead of proper investigation and accountability.
I expect a substantive response addressing the actual issues raised, not another automated return process explanation.
This is no longer a standard return issue. The core problem is that Makro failed to fulfil the correct order twice, despite the matter allegedly being escalated already. I ordered a baby walker, yet I received a ******* bin again.
Your latest response simply provided automated return instructions without addressing the actual service failure, accountability, or resolution process. That is unacceptable.
As a customer, I understand that Makro’s Returns and Consumer Protection obligations do not only relate to accepting returns, but also to correctly fulfilling orders, resolving errors within a reasonable time, and providing meaningful customer support when failures occur.
At this stage, I require clear and direct answers to the following:
• Where is the baby walker that I paid for?
• Why was the incorrect item dispatched a second time after escalation?
• What corrective action was taken internally after the first failed delivery?
• Why has no proper case ownership or resolution feedback been provided?
• What is the expected timeline for resolving this matter completely?
The concern here is not merely the collection of the incorrect item. The concern is the repeated operational failure and the complete lack of effective resolution despite multiple engagements.
As someone experienced in customer service myself, I find it deeply concerning that this matter continues to be handled through generic scripted responses instead of proper investigation and accountability.
I expect a substantive response addressing the actual issues raised, not another automated return process explanation.