Head Office
21 Peltier Drive,
Kelvin, Sandton,
Private Bag X4,
Sunninghill, 2157
Customer Service
Phone: 0860 300 999 (general)
Phone: 0860 600 999 (online shopping)
Phone: 011 797 0300
Email: [email protected]
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About Makro
Makro is a cash-and-carry wholesaler in South Africa that began operations with the opening of its Germiston store in Johannesburg, in 1971. Currently, it has about 20 warehouse clubs spread across the country. The product range include computers, electronics, stationary, office furniture, home appliances, home decor, groceries, food and beverages. You can use the store locator on the website to locate an outlet nearest to your address.
For those who love shopping online, Makro has an ecommerce platform where you can pick items by brand or departments. Be it appliances, smartphones, computers, toys, or groceries, you will find a variety of items that you see at any of the Makro store.
Payment for purchases on Makro website can be done using Visa, MasterCard and net banking. If you are a frequent shopper at Makro, apply for the Makro Credit card that offers users a number of benefits, including free delivery and access to exclusive deals and offers.
Orders take up to 5 days for delivery. If you are not happy with your purchase, you have the option to return the product unused within 13 days for a full refund. There are certain items that do not fall under the return policy. It is best to check the details during checkout. For more information or queries on refund, cancellation, payment, shipping, or others, reach the Makro customer service.
You have the nescafe gold promotion which says any 2 gold varieties for R165. So today when I went to buy 2 the offer did not want to go through at the till and according to the supervisor its only for the 2 coffees on the picture. As per her thats from her HR. This is utter nonsens as the add says any 2 gold varieties. Im disappointed and discussed with the manner I was treated and they did not want to give me the coffee at the price. Why advertise a product if you do not want to give it. This is falls advertising.
I am very disappointed in how Makro handled my order for goods worth R25 000. I placed an order last week Monday for several goods and I was told the first order with 90% of the goods will be delivered before end of business today and the one for the last item be delivered at a later stage because they do not have the item on stock. When I called to enquire about the time of the delivery, I was told none of my items have been dispatched meaning no delivery will be made today as per their obligation. I then contacted the Carnival City Stor Manager to raise my concern and to my surprise the store Manager told me that he cannot deliver my goods because he is still waiting for the microwave and he is not sure when will it be delivered. For a store like Makro, the lack of professionalism and misalignment within Makro is pathetic and disappointing to the max. I have decided to cancel my order and from now on I will utilize take a lot with the hope that they will be transparent with the decisions they take which transgresses their delivery promise they make to customers.
On the 05th September 2019 I was at one your outlets – Makro Silver Lakes where I purchased a few items.
Firstly, the cashier was very rude and I didn’t was to make it an issue until when I got home and realize that the 1L Rhodes 100% juices I had bought which were meant to be R100 for 7 of them was not the case according to my slip.
I phoned the store the very same day and I was promised that someone was going to call me back the next day to address my issue, and yes I received that call from a lady by the name of Emely asked me to share my experience with her and which I did as per her request. She promised to take it up with her superiors and also that she was going to call me again with feedback the very same day which has not happened until now.
I phoned the head office number on the 13th September 2019 again and spoke to Precious who also promised to escalate the matter and while we were talking and was about to give her my contact number – the line got cut and I had to phone again and spoke to another lady whom I asked to put me through to Precious. This lady by the name of Etude kept me waiting for over 10 minutes holding the line and then decided to hung-up on me (I could tell that she was back on the line but kept quiet until the phone died on my ear) which I strongly believe was a deliberate act. I phoned again the third time, this time around – I had Qolekile on the line and I requested her to get me the Team Leader so that I could relay my experience with the lady who just hung up on me and Qolekile promise to do that for me and then turned around to say she has given the Team Leader my number to call me back once they have checked the phone call and established who exactly the lady was. She also assured me that she had given my mobile phone number to Precious who needed same so that I can be reached in connection with my initial complaint and again until today, I have not received any call from yourselves – Makro. I see this as a daylight robbery because these items were marked as items that were on promotion but at the tellers the price was talking something else, I wonder how may people were robbed on that day or rather when that promotion was running. The lady by the name of Emely did acknowledge that it was a mistake from the stores side but it is surprising that it takes for ever for issues of this nature to be resolved.
Springfield branch. Very poor customer service. Waited 20mins for supervisor to assist with TV licence authorìsation. No apology rendered. Cashiers also need to be trained to be courteous.
I received a Makro Voucher ( value -R1450.00)as a gift Upon purchasing and trying to redeem the voucher the cashier informs me the voucher is not active. I then proceed by requesting the cashier to activate the voucher and the way forward from there, her response was she cant assist I need to call customer service to activate the voucher.I was furious and left the store.
I then call the customer service dept today spoke to one of the agents who confirmed the value of the voucher but could not assist with activating the voucher but directed me back to the store to activate ……
Come on guys seriously …..is this the way to treat your customers?
I can believe the lack of service receives from One of the Most biggest Retailer ever .
I await your feedback
I bought a AHD cctv camera set for R3799 online. The package arrived 2 days later with one of the power supply cracked. The contact at the back of the DVR was loose. I took it back to Makro Cornubia for a refund. They say because it was online purchase they cannot refund me. I received a call from someone at Makro today asking me “how is it possible that the power supply broke.I am now waiting 3 days fir the package to be picked up. God knows when i will receive my refund.
I am very disappointed in the after sales service. I have a LG front loader washing machine that is 7 months old and making loud noises. I phoned on the 4th of July to book it for repair – up to date no arrangements were done to get the item repaired, even after I made two follow-up calls. I have also not received any replies on the customer care email raised. I have an extended warranty as well and seriously doubt if purchasing an extended warranty is even worth it if no service is being rendered in general.
My ref no is 145 435 for logging a repair.
Utterly, totally, and absolutely USELESS. I have never in my life experienced such a bunch of in competent people including managers. Placed my order on the 10th May, it is now the 4th of July and still the only response i get is ” i will follow up and get back to you”. Everyone from call center staff to supervisors to managers give you the same lame excuse, and the one is just as useless as the next. How difficult can it be I ask with tears in my eyes to pick up the phone and talk to the person on the other side and if required take a walk and do a physical check. If no stock then check at which branch there is stock and have it collected and delivered. But noooo that is to much like hard work, or perhaps no one has the capacity to think for themselves. I have spoken to 3 managers including Anthony Vermeulen, Martin Mushi and Vulema and still no progress. This has been the most frustrating purchase in all my life. I will NEVER purchase ANYTHING from any makro ever again, and from the comments and responses on their website I seem to be 1 of hundreds of people who feel the same. Take my advice DO NOT shop at makro you will be extremely frustated and very dis appointed. I doubt weather Makro will survive the current economy with such service.
Disgusted.
My husband bought me a phone through the employee benefit of makro. He made 2 payments on the phone, we received the phone last week Thursday 20/06/19 we are still waiting for the phone to be activated as the administrater does not know what she is doing! It is Friday the 28/06/19 and I am walking around with a phone to look beautiful as makro cant unlock the damn sim card, I never expected this pathetic service from makro
I was going to lodge a complaint in the hope that it would be resolved, thinking it was just the Centurion branch that was the problem… Seems U would be wasting my time if I have to go by the complaints I have scrolled through. So disappointing that Customer Service is not a quality Makro has or believes in. It obviously makes no difference to the company but on principle I will never make use of them again.
Just a heads -up.
I have just returned from Builders Warehouse after experiencing the most shocking lack of service at your Germiston branch
I went in intending to purchase a lawnmower edge trimmer and leaf blower and despite asking 3 different members of staff for some assistance I could not get a single person to help me. Needless to say your opposition around the corner have made the sale.
Disgusted to say the least bit I dont expect a response after the experience that I have just had at your store.
Good Day
I was at Makro Port Eluzabeth yesterday. I saw a Lego box marked down from R1899 to R200. Clearly marked on box. I went to the till to pay my groceries and explained to cashier that the price is R200 but swiped R1899. She went to the supervisor and tgey said R1200. I told her I want to speak to the manager. She called her. I explained and the woman didn’t give me a chance. She said that how will something be marked down from R1899 to R200. I told her there is R200 written on box on the sticker she said no its R1200. I told her ok, Im sorry i have the proof and I have showed this to other people. She then told the cashier to write a new sticker. I spend a lot of money at makro and this is how you get treated.
Makro silverlakes
Guys you need to take us customers serious just to make a purchase I had to wait for whole 30min for a supervisor just for a 5min purchase. You’ll even ask yourself what are they doing if it has to be a mission to get a supervisor to a teller. Your service is very bad make sure u teach your supervisors that customers come first. ???
Useless!!! I will never use makro online order again and I will advise everyone not to use it !!!
Order number MAK2045609
I have been waiting for 2 weeks since I placed my order to receive my parcel. If I phone customer care all they can tell me is that it has been handed over to the courier company ???? I phone stores and no one answers the phone, working hours states 9-5 ??? I phone customer care again to inform them that I cant reach them .. and I get told to only phone after 10 ?? Really
I want to track my parcel !when will I receive it ? I know They handed it to time fright but no one can give me the waybil number to track it!! I am very dissapointed .
Order number: MAK2034047
I made this purchase on the 4th April. In the fine print this item is classified as a special order and requires 21 working days for delivery… Its now the 10 May and I phoned phoned the call centre a total of 8 times and no one has provided me on when the item will be delivered and what is the issue… I was even placed on hold for over 30 minutes. Please can someone assist me ??
I am very Frustrated with the Makro service, and dont advise any electronics to be purchased from Makro.
We recently bought a 40 inch Sinotech TV at Makro Cornubia on the 22 Feb 2019. The TV worked fine for the first two weeks and thereafter never came on. Seeing that when we purchased the Tv, MAKRO advised that this come with a 5 year guarantee, so we were asked to log a call with the call centre which we did on the 18/03 , after many calls to the store and the call centre, the tv was only collected on the 30/04, it now been a week and i called the company MASTER AUDIO VISUAL in Umgeni Road Durban, only to be advised that the TV now needs to go back to the manufacturer for repairs which they haven’t collected as yet.
Unfortunately, they are not in a position to issue any credit note and we need to call the store directly.
Another RUNAROUND ….
We believe that we are in our right to receive a full refund as we believe that we are still within our warranty since it is only a few days after purchase. The Makro policy states that if we are not happy with the item brought we should return it within a specified period of time for refund and exchange. Makro doesn’t seem to stick on delivering on promises to the customer.
This is going on long enough to be inconvenienced, with the unnecessary run around we receiving FOR SOMETHING WE PURCHASED FROM MAKRO.
TOTALLY UNACCEPTABLE
I purchased a Asus predator Heliis 300 from the Alberton branch. I paid R17999 for a demo unit and only saw afterwards that the online store sells it for R15999. But the biggest issue is that the device was unable to play games (Gaming Laptop!) as the power supply would switch off as soon as you start playing an intensive 3D game. After contacting Asus they informed me that Ivwas given the incorrect power supply by the store and that the power supply I should have recieved was sopposed to be 180w and not 135w I recieved. I have been to the store numerous times and still my issue has not been resolved.
I have been sending emailed almost everyday now regarding items that I since 20th of March but where never delivered. NO one bothers to reply to my emails. I tried to ask via telephone but I’m been send from pillar to post and told that the store will call me back to no avail…this is beyond upsetting.
My purchase reference # MAK2026904
I paid for order no Invoice # 067-969
Order NumberMAK2026657/0187025633 on 20th March 2019. Items still not delivered. Makro not interested in helping client trace items. Staff promise to follow up on delivery but never follows up. This order was supposed to be delivered on 1 April- thats more than 39 days late!
I am seriously annoyed!! I bought a polar fleece blanket from Makro, Ottery, Cape Town. I wanted to turn the blanket into a poncho. When I opened it up, I realized that it was a complete mess!! The blanket is so poorly made that the one side is 18 cm wider than the other side which renders it unusable. I paid R110,00 for the blanket. I live in Fish Hoek, which means that if I had to go back to the store it would cost me around R60,00 in petrol, not to mention the waste of time!! This blanket is the poorest of poor quality, and I find it disgraceful that you would even consider selling such rubbish!! I have a photograph should you wish to see it!!
So disappointed. Was promised delivery of a fridge I had to purchase at the store because the online purchase system was not working…and still waiting for delivery. Your delivery department lied about contacting me yesterday and claimed the driver was unable to reach me. And nobody bothered to follow up the next day…this is very poor customer service and frankly unacceptable.
I recently purchased an “online exclusive” smart watch from Makro-this item could thus not be purchased in store. The device is is supposed to calculate steps, measure heart rate and sleep patterns plus calculate calories burnt. The device only calculates steps. I urge Makro to test products before advertising as “online exclusive”.
I am very Frustrated with the Makro service.
We recently bought a Ryobi RG6900 Key Start Generator at Makro Crown Mines for our Shop on the 19 March 2019.Due to Load Shedding We Started it at the shop to test if it is working and it seemed fine on the first day , Two days later when we actually needed it since the electricity went off , it was still starting fine but it could not supply the electricity at all , so we sent it back for exchange or refund as we believe that we are still within our warranty since it is only 4 days after purchase. But we are told that it is going to be sent back to the manufacture to be assessed, it will take the minimum of 4 to 6 weeks, We cant afford to wait for that since load Shedding is ongoing thru out the country . we just need it sorted out as soon as possible either Refund or Exchanges the Makro policy states that if we are not happy with the item brought we should return it within specified period of time for refund and exchange. Makro doesn’t seem to stick on delivering on promises to customer.
We have been advised that there there is no way we could get refund even if it is the factory fault , they will just fix it and send it back to us when they are done .
I am very disappointed as we are off lights even now.
Bought a Ellie’s converter at Alberton Makro today, when we set it up it was not working. We live quiet a distance from Makro and it is so annoying that we have to travel out there tomorrow stand in a queue and get ur money back. The one we bought was the last in the store so we cannot even exchange it
Makro, No Support, Online Purchase, Hisense 58″ TV
I have bought a Hisense 58″ Smart UHD TV in November and was delivered on the 2nd of December.
The TV has 3 problems from the start: (1.) TV Needs to be rebooted every time it needs to be connected to a wifi device or re-connect to a wifi device. (2.) USB 3 port “throws the usb device out” after few minutes of play. (3.) TV Freezes randomly, and does not respond to the remote and need to be rebooted
We had 4 technicians to have a look and 1 mother board replacement was done. it continues to give the same problems.
I have called in several times and was told I would get feedback and technician would come but still I sit the same problem, thelast two reference numbers, Ref No: 30583, Makro Online and Zweli Mnguni, Ref No: 35214, Makro Online (this guy refuse to provide me with contact details or speak to a senior person to escalate this matter).
I’m not sure what further action to take.
Hi, I ordered 2 air-chillers which should have been delivered on 15 Feb 2019.
Had contact with 3 of the employees, and still no resolution.
Employees do not see the complaint to conclusion.
Really , really frustrating, considering the time I have spent trying to resolve.
My order number is MAK2003824,
082 781 5745
Sent 2 emails to complain still no reply for the past week, purchased dishwasher as advertised, did not get my free finish dishwasher tablets, very unhappy customer!!!!
Totally unsatisfactory services from the Macro close to Cape Gate we had a fridge delivered, and one of the drawers was cracked, after reporting it we were told to wait a few weeks as the fridge was out of stock… TO DATE we are still waiting for the call..
Order No. MAK1083953
I have purchased this TV in November and was delivered on the 2nd of December. the TV has 3 problems from the start:
1. TV Needs to be rebooted every time it needs to be connected to a wifi device or re-connect to a wifi device.
2. USB 3 port “throws the usb device out” after few minutes of play
3. TV Freezes randomly, and does not respond to the remote and need to be rebooted
We had 4 technicians to have a look and 1 mother board replacement was done. it continues to give the same problems.
I have called in several times and was told I would get feedback and technician would come but still I sit the same problem, see below last two reference numbers
Ref No: 30583, Makro Online
Zweli Mnguni, Ref No: 35214, Makro Online (this guy refuse to provide me with contact details or speak to a senior person to escalate this matter).
I am very disappointed with the Makro service.
At the stores the queues are too long. The online shopping never has what one requires from the catalog. Your centralized call center service is very limited. I would like to communicate with the branch directly.
On Saturday we went to Makro Strubensvalley to purchase a fridge and TV. As we walked past the Fridges, a gentleman in a Makro uniform, asked if we needed help and we explained we were looking for a fridge. He took us to Samsung ad we found out later, it only has a 2 year guarantee and the one which another gentleman showed us had s 5 year guarantee. And we preferred this one anyway. He then took us to TV and showed us Samsung again which we decided on. He then started with the sales pitch on insurance to pay to extend the warranty. After 10 minutes of him interrupting the salesman and pushing insurance we told him we were not interested. He stormed off. Only then do we find out this guy is not s makro sales person but an insurance sales person!!!!!!!! After he left us another guy comes and asks how much the other guy quoted for insurance because he can do a better deal.
I find this very unprofessional on Makros behalf. You are obviously getting kick backs on insurance that’s why you supply them with uniforms. These guys get in the way of the salesman who work on commission but have to deal with these insurance guys trying to close their deals.
You don’t need to be hounded by these people who take you to appliances with guaranteed of two years so they can then get you to take additional insurance for 5 years. This is wrong and will certainly not recommend people to shop for appliances at Makro
Good day
We still didnt receive any refund from Makro (Online order nr MAK2466697)
We are battling from early May for a refund.
On the 7th of May only R487.52 was refunded for items not available for delivery (the order of R2 763.87 was placed on the 11th of April already!!!!!)
We phoned the Macro call centre and wished to cancel the total order at this point.
As the order was already handed to the courier, the call centre advised that when the coerier arrive, we must return the goods and phone our local Makro in Bloemfontein to cancel the order, which we did. We request for the refund numerous times in the past more than 2 months, but it is pathetic how nobody at the call centre take ownership of any queries or do any folliw up calls to ensure that issues are resolved. The saddest part is that with every call you have to repeat the whole tragic poor service story all over as it seems that there is no record on your systems. I never experienced anything like this in my entire life. After each phone call to your call centre, we receive yet another mail with a waiting period of 10 to 14 working days and no update what so ever there after. As we are querying this order and refund for the past 3 months and 2 days, which are 65 working days in total, I ask in a mail once again for the refund of R 2 276. 35 by tomorrow. How can I escalate this matter? Or is this the service levels for Makro? Any complain centre? Or is this all Makro can offer a very disappointed customer? Maybe a different call centre at Makro where we can report the Call Centre/ Customer Care Centre?