Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Makro is described as a retailer where in-store pricing and product range still appeal, but the online order, delivery and refund journey collapses. Customers consistently report paid orders that never arrive, cancellations without notice and refunds outstanding for months. Every theme scores in the Terrible band, with Refunds, Returns and Consumer Rights (0.6) drawing the sharpest criticism.
Top Strengths:
- •Product Quality & Value: Bulk and promotional pricing remains the strongest reason customers return, and product range is genuinely wide. However this is the least damaged theme rather than a positive one, with counterfeit marketplace goods and used appliances sold as new dominating the commentary.
Replied to 100% of negative reviews
Reply time on negative reviews: 21h 46m
TrustIndex
2.3
Ranking
#7
in Grocery & Food
Reply Time
21h 33m
NPS Score
-85
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 21h 46m
Nov '25 - Oct '26
Frequently Asked Questions About Makro
What do customers say about Makro?
Based on recent customer reviews, Makro is described as a retailer where in-store pricing and product range still appeal, but the online order, delivery and refund journey collapses. Customers consistently report paid orders that never arrive, cancellations without notice and refunds outstanding for months. Every theme scores in the Terrible band, with Refunds, Returns and Consumer Rights (0.6) drawing the sharpest criticism.
What is Makro's biggest strength?
Makro's biggest strength, according to Hellopeter's AI analysis, is Product Quality & Value. Bulk and promotional pricing remains the strongest reason customers return, and product range is genuinely wide. However this is the least damaged theme rather than a positive one, with counterfeit marketplace goods and used appliances sold as new dominating the commentary.
What are the most common complaints about Makro?
The most common complaint about Makro, based on Hellopeter's AI analysis of recent customer reviews, is Customer Service & Support. A recurring theme is the phrase matter has been escalated used repeatedly without any resolution. Calls drop after long holds, managers are permanently in meetings and store landlines go unanswered. The individual named staff who do help stand out sharply against this backdrop.
How does Makro compare to other Grocery & Food companies?
Makro scores 1.2 out of 5 on Hellopeter's AI analysis of service quality in Grocery & Food, compared to the Grocery & Food industry average of 1.2. Their strongest theme is Pricing & Value (1.5); their weakest is Complaints & Returns (0.9). The top AI-rated Grocery & Food business on Hellopeter is Boxer Superstores (1.3). How is the AI Score calculated? →
Is Makro trustworthy?
Makro has a TrustIndex of 2.3 out of 10 on Hellopeter, based on 3,017 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 21 hours 46 min. Hellopeter has tracked Makro across 28,417 total reviews. How is the TrustIndex calculated? →
Recent reviews (3,017)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Apr 2016
******** service
I bought a stand for pots and it was delivered with missing *****s. I was given the option to return it as the *****s wont be replaced. I loadged a return and it was support to be collected on the 3rd of October and today its the 5th and there has been no communication regarding the collection of the stand.
1 reviews | Active since Apr 2016
******** service
I bought a stand for pots and it was delivered with missing *****s. I was given the option to return it as the *****s wont be replaced. I loadged a return and it was support to be collected on the 3rd of October and today its the 5th and there has been no communication regarding the collection of the stand.
1 reviews | Active since May 2017
Disgusting delivery service
This is the first time I placed an online order with Makro. DPD couriers sent me a message this morning (5 Oct) that my order will arrive today. I waited till 6.30 pm and no delivery. I contacted the office earlier today and the lady mentioned the drivers finish work at 6.30 pm. I must say that I am really disappointed and will never buy on line from Makro again.This is the first and most certainly the last.Makro needs to learn from Takealot - I always received good service from them.
1 reviews | Active since May 2017
Disgusting delivery service
This is the first time I placed an online order with Makro. DPD couriers sent me a message this morning (5 Oct) that my order will arrive today. I waited till 6.30 pm and no delivery. I contacted the office earlier today and the lady mentioned the drivers finish work at 6.30 pm. I must say that I am really disappointed and will never buy on line from Makro again.This is the first and most certainly the last.Makro needs to learn from Takealot - I always received good service from them.
1 reviews | Active since Jan 2020
Bad
Good day, I would like to formally report an issue regarding a delivery handled by DPD South Africa. My parcel was scheduled to be delivered on 1 October 2026. According to the tracking information, the driver marked the parcel as delivered. However, I did not receive the parcel. The driver has apparently indicated that he delivered the parcel to me, which is incorrect. I was at work at the time the delivery was supposedly made, and therefore could not have received the parcel. No one was at home to receive it on my behalf. What is particularly concerning is that the driver did not contact me by phone to ask where the parcel could safely be left or to confirm whether anyone was available to receive it. I simply received a notification stating that the parcel had been delivered. Since then, I have contacted DPD and Makro on multiple occasions in an attempt to locate my parcel. Unfortunately, I have been passed from one person to another without receiving a clear resolution. I was also told by a lady that she would call me back, but I have been waiting for assistance and have not received the promised call. I find it extremely unfair that I, as the customer, have had to continuously follow up and make multiple calls to locate a parcel that DPD's own tracking system states was delivered. I would like DPD South Africa to urgently investigate this matter and provide me with: - Proof of delivery, including the exact location where the parcel was supposedly delivered. - The name/details of the person who allegedly received the parcel. - The driver's account of what happened. - Confirmation of where my parcel currently is. - A clear timeframe for when this matter will be resolved. I would also like this complaint to be formally recorded, as marking a parcel as delivered when the intended recipient did not receive it is a serious concern. I am simply asking for my parcel to be located and delivered to me, and I expect DPD South Africa to take responsibility for investigating what happened rather than continuing to send me from one department/person to another. I look forward to receiving a proper response and resolution as soon as possible\.
1 reviews | Active since Jan 2020
Bad
Good day, I would like to formally report an issue regarding a delivery handled by DPD South Africa. My parcel was scheduled to be delivered on 1 October 2026. According to the tracking information, the driver marked the parcel as delivered. However, I did not receive the parcel. The driver has apparently indicated that he delivered the parcel to me, which is incorrect. I was at work at the time the delivery was supposedly made, and therefore could not have received the parcel. No one was at home to receive it on my behalf. What is particularly concerning is that the driver did not contact me by phone to ask where the parcel could safely be left or to confirm whether anyone was available to receive it. I simply received a notification stating that the parcel had been delivered. Since then, I have contacted DPD and Makro on multiple occasions in an attempt to locate my parcel. Unfortunately, I have been passed from one person to another without receiving a clear resolution. I was also told by a lady that she would call me back, but I have been waiting for assistance and have not received the promised call. I find it extremely unfair that I, as the customer, have had to continuously follow up and make multiple calls to locate a parcel that DPD's own tracking system states was delivered. I would like DPD South Africa to urgently investigate this matter and provide me with: - Proof of delivery, including the exact location where the parcel was supposedly delivered. - The name/details of the person who allegedly received the parcel. - The driver's account of what happened. - Confirmation of where my parcel currently is. - A clear timeframe for when this matter will be resolved. I would also like this complaint to be formally recorded, as marking a parcel as delivered when the intended recipient did not receive it is a serious concern. I am simply asking for my parcel to be located and delivered to me, and I expect DPD South Africa to take responsibility for investigating what happened rather than continuing to send me from one department/person to another. I look forward to receiving a proper response and resolution as soon as possible\.
1 reviews | Active since Feb 2021
They did perform when they said they did.
I recently shared a review with regards to a refund. It is actually a bank error not notifying that the payment was reversed. The payment was verified after posting the review. My humble apologies to the Makro staff.
1 reviews | Active since Feb 2021
They did perform when they said they did.
I recently shared a review with regards to a refund. It is actually a bank error not notifying that the payment was reversed. The payment was verified after posting the review. My humble apologies to the Makro staff.
1 reviews | Active since Sept 2025
Makro bad service
I use to like Makro. But my last shopping experience was a nightmare. The bar codes of the chips didn't match and the supervisor wasn't very helpful. The cashier laid on top of the till while we the customers were waiting for a price check. No rush at all. Us customers also have to go home. While we were waiting another customer had the same experience barcodes not matching the correct prices when the price is scanned till. No apology. I emailed customer care. I just received a reference number ***. Absolutely bad service
1 reviews | Active since Sept 2025
Makro bad service
I use to like Makro. But my last shopping experience was a nightmare. The bar codes of the chips didn't match and the supervisor wasn't very helpful. The cashier laid on top of the till while we the customers were waiting for a price check. No rush at all. Us customers also have to go home. While we were waiting another customer had the same experience barcodes not matching the correct prices when the price is scanned till. No apology. I emailed customer care. I just received a reference number ***. Absolutely bad service
1 reviews | Active since Dec 2019
Horrible service this time
I ordered items on 30.9.26, 5.10.26 still no delivery. every time i call they tell me they will escalate and it will take 48 hours, i am so frustrated of waiting & if i cancel my order i must wait for 14 business days
1 reviews | Active since Dec 2019
Horrible service this time
I ordered items on 30.9.26, 5.10.26 still no delivery. every time i call they tell me they will escalate and it will take 48 hours, i am so frustrated of waiting & if i cancel my order i must wait for 14 business days
1 reviews | Active since Jan 2014
UPDATE: STILL NO CHAIR, NO REFUND AND NO RESOLUTION FROM MAKRO
I am writing this as a follow-up to my previous review, and unfortunately, nothing has changed. I purchased a study chair from Makro Marketplace at the end of June 2026 through their third-party seller, Deli South Africa. It is now October, and I am still in exactly the same position: I have neither received the chair nor received a refund. Despite repeatedly contacting Makro and being told that my complaint has been "escalated", there has been absolutely no meaningful progress. No chair has been delivered. No refund has been processed. No one has taken the initiative to contact me with a proper resolution. Once again, I have had to be the one chasing for updates. I am repeatedly given assurances that someone will contact me, but the promised follow-ups simply do not happen. At this stage, this is no longer just about a delayed order. It is about months of poor customer service, broken promises and a complete lack of accountability. I paid for a product in good faith and have spent months trying to get either the product or my money back. Makro continues to accept the complaint and "escalate" it, but an escalation without action is meaningless to the customer. Makro, I have waited long enough. I do not need another assurance that the matter has been escalated. I need action. Either deliver the chair I paid for or issue my full refund. To anyone considering purchasing from Makro Marketplace, particularly from third-party sellers, I strongly recommend that you exercise caution. My experience has been extremely disappointing, and I would not want another customer to go through months of chasing a company for something they have already paid for. Still waiting. Still no chair. Still no refund. Still no resolution. PLEASE DO NOT CALL ME MAKING EMPTY PROMISES, JUST REFUND ME MY MONEY!
1 reviews | Active since Jan 2014
UPDATE: STILL NO CHAIR, NO REFUND AND NO RESOLUTION FROM MAKRO
I am writing this as a follow-up to my previous review, and unfortunately, nothing has changed. I purchased a study chair from Makro Marketplace at the end of June 2026 through their third-party seller, Deli South Africa. It is now October, and I am still in exactly the same position: I have neither received the chair nor received a refund. Despite repeatedly contacting Makro and being told that my complaint has been "escalated", there has been absolutely no meaningful progress. No chair has been delivered. No refund has been processed. No one has taken the initiative to contact me with a proper resolution. Once again, I have had to be the one chasing for updates. I am repeatedly given assurances that someone will contact me, but the promised follow-ups simply do not happen. At this stage, this is no longer just about a delayed order. It is about months of poor customer service, broken promises and a complete lack of accountability. I paid for a product in good faith and have spent months trying to get either the product or my money back. Makro continues to accept the complaint and "escalate" it, but an escalation without action is meaningless to the customer. Makro, I have waited long enough. I do not need another assurance that the matter has been escalated. I need action. Either deliver the chair I paid for or issue my full refund. To anyone considering purchasing from Makro Marketplace, particularly from third-party sellers, I strongly recommend that you exercise caution. My experience has been extremely disappointing, and I would not want another customer to go through months of chasing a company for something they have already paid for. Still waiting. Still no chair. Still no refund. Still no resolution. PLEASE DO NOT CALL ME MAKING EMPTY PROMISES, JUST REFUND ME MY MONEY!