Massmart

Sent: Tuesday, 15 July 2025 14:43

To: '*****'

Subject: COMPLAINT- 3 WEEKS AND COUNTING- STILL NO REFUND / ORDER- Ref 10STV

Importance: High

Good day Mr Molapo

I am not sorry to bother you with my issue, because nowhere in your (Massmart/Makro) system is there any way to speak with anyone who can give me an answer or a commitment as to when my query/issue will be resolved.

I cannot get hold of any team leader at the call centre, despite the fact that 3 times I was told that a team leader would be in contact with me soon. It has been 3 weeks and counting, and no callback whatsoever.

What I can say is this, your call centre staff has been exceptionally well trained to say Sorry Sir, we do apologise for the delay and we are very sorry for your inconvenience.

Other than that, there is nothing for the consumer other than FRUSTRATION!

I am a business owner myself, very insignificant in size compared to Massmart, but the principle of Customer service and satisfaction remains every businesss biggest ideal.

If this is not so, said business will collapse and implode eventually.

Why?

Because happy customers speak out, word-of-mouth remains the best form of advertising, and unhappy customers SHOUT out their dissatisfaction to all the world to hear.

This results in negative connotations towards said shop/business.

And this is true for ANY brand.

Anyway, my issue is this. 3 weeks ago, I ordered an Apple iPhone for my daughter online at Makro. details below).

I went through the whole process of ordering and paying. After paying, the web page did not revert to Makros website and kept hanging.

In the meantime, my bank app has confirmed that the R9999.00 has been deducted from my bank account.

After an hour, I logged in to my Makro profile, checking my order.

It reflected that the order was pending bank confirmation.

I left it at that, and the following day, I checked in again, but the payment was still unconfirmed, although my money was out of my account, and still is!

I contacted the online call centre (26th June) and they asked for the PoP for the order, a copy of my ID and proof of banking details so that they could verify my transaction and refund my money. I sent all the required documents, and they have acknowledged the receipt thereof. (26th June with Ref # 10STV)

It has been nearly 3 weeks and still counting, but NO refund, NO telephone call and NO email to say, Sorry sir, we do realize you have been waiting very long for the refund, but our processes is slow, but we will have your money refunded by tomorrow/next week/or by the end of the month.

NO feedback is given to me via email or by any call centre agent!

In the meantime, my R9999.00 is lying in your account, earning interest, and my daughters birthday has come and gone, without her present, which is currently also out of stock on your online platform.

Meaning that I will have to look for another unit to buy when I eventually do receive my money.

This is NO way to treat customers.

I am extremely unhappy with the lack of acknowledgement for my issue and your internal systems and the fact that after 3 weeks of nagging, making 7 hours worth of calls to your call center not mentioning my airtime spent and the hours that I could have productively spent on something significant, other than waiting for someone to speak with me and discuss my issue, and not just apologising to me. Which obviously did not happen, hence my complaint to you.

At least, design a way for me to get hold of someone with authority in your business, that I can discuss my issue with and who can designate a manager or someone to inspect and evaluate your employees and their work ethic, which I do believe is very low on the charts.

My online shopping experience has been extremely negative, and even if I am just an insignificant customer to your staff and given that your processes were designed to minimise my contact with problem-solving personnel, I will SHOUT out my thoughts about Makro, to each and every person and on each and every platform available.

I do trust that my letter will receive your attention and that my query will be investigated and the issue resolved at the soonest.

With kind regards

Good day

This letter is pertaining to the bad service I received from Makro online.

As I received a poor response from them with no resolving of this issue, I thought it best to send you a letter of complaint.

It is now more than a week past the due date of the delivery of my order. I have not received it or gotten a refund. This is unacceptable.I have sent many emails, phoned customer care, really used all the resources available but am still waiting for either my purchase to be delivered or get a refund.

This letter serves as me starting to explore my options regarding the matter.

I hope to hear from you soon.

Regards

Audrey Janse van Rensburg

My microwave has been in repairs since March. It came back twice and went back a day later with the same issue, and Makro Montagu Gardens refuses to refund me.

George Theunissen

082584****

Good evening sir/madam. I bought the chainsaw at the game store in Benoni on Friday, 09/05/24.

I only opened up the machine to start using it, but then the machine wouldn't start at all. On the 12/05/25, I took it back to the shop. They told me they can't replace the machine; it must be taken to the supplier for assessment, and it will take 7 to 21 days to be repaired. I don't know the policy of 7 days; when does it apply for returns?

It's not 7 days since I bought the machine, and I'm told that it must be taken for repairs. I'm disappointed with all this, especially for the fact that the machine was not even tested at the shop to see if it works.

Good day. My name is Sihle Jiyane, and I live in Vryheid, KZN, SA.

I normally pass by Vryheid Cash and Carry liquor store to buy about 4 or 6 Amstel lager cans 3 to 4 times a week and get charged for bottles. On the 28th February 2025, I went back to return the bottles so I could buy more, but I was treated very badly and was refused a full refund. They told me that it was against the company policy to refund me for so many bottles. They said they could only take 5 crates; they couldn't take the rest.

My problem was that all those bottles were purchased at the very same store.

This is not the first time I was treated so badly. There was one particular Indian lady who was so rude to the extent that she ended up using an inappropriate tone of voice with me.

Your store, operating under Sunshine Cash and Carry, received an online order which they did not honor or fulfill. All attempts to contact the store failed due to telephone numbers that did not work, unanswered emails, and a bad WhatsApp number.

Dear Sir/Madam,

Please can you arrange for a senior manager to give me a call? I have encountered false advertising twice in relation to the same purchase.

I am requesting your assistance as I would rather not go to the Consumer Council or share this issue on social media. Kind regards, Jameel Mahomed.

I have paid twice for the same item, as your managers assured me the correct size would be delivered. They have misled me and it is extremely frustrating. I need Makro to honor this purchase, not to offer a refund.

I require the product which was advertised for an extended period.

Please, I need to speak to a manager.

Ref: [Request received] MAK771**** - RMA 0487**** - SELLER Selam Beauty - 05/10/2024.

Must be the worse company to get hold of none of the numbers are working useless people. People dont read emails stock get rejected and let transporters wait for ever

Good day

I ordered an item from makro online on

23 Oct 23. The confirmation shows a 2-5 day delivery.

All my attempts to follow up on my order via the Whatsapp number and e-mail address given has been unsuccessful .

Please advise as a matter of urgency on my order # 556****

Good day,

I hope this letter finds you well.

I'm happy about how my case was handled I received a call from Douglas the store manager in City Deep Cash and Carry the way he handled my case he was too profound and professional, Douglas has exceeded my expectations resolving my issues and complaints step by step not even missing anything or living any stone unturned and one thing I picked up he truly values the customers morethan anything and he was disappointed that customer satisfaction was one of their core values at the store but yet again other co-workers disassociate themselves from those responsibilities but overall he reiterated that a fallout like that will never occur again in the store and that left me with a sense of relief and satisfaction knowing that we are appreciated and acknowledged as their customers. Douglas all your axiomatic efforts, time and investigation you put through made everything seem so easy, effortless and you have never cease to amaze me on every telephonic conversation we had that you have never forget to apologize even you were not to be blamed for what the cashier has done or committed, I wish in all the stores we could have lot of Douglas'es people who truly cares about customers not only their money life will be a lot easier, Douglas I personally rate you 5 stars for following all the basic procedure and protocol that were necessary and never undermining and taking the situation for granted you have gained outmost respect from me and I personally think you should be working at Makro or Game people like you are very scares and are a rare jewel in a working environment I truly applaud and honor all the efforts and extra mile you went through in resolving my query it's highly appreciated, thank you...

Will be visiting the store again but my loyalty for now will lie with Makro and Game Stores I have never had a problem with their customer service especially Game stores.

Thank you to pissed consumer portal for protecting customer's best interest, well done.

Kind Regards,

Itumeleng Setle.

I have purchased an Xpanda gate from Builders Warehouse in Zambezi Drive Montana on Sunday the 12th December 2021. I had also added installation as part of purchase and provided the date and time for installation which was today the 16th December at 10h00.

I had to make special arrangements to be home at the time.

I patiently waited for the installer to come through however it was passed 10h30 and no one had come through nor was I contacted to indicate there was a delay. I called the installation number 010 109 **** four times however there was no answer. Thereafter I call the builders warehouse contact number 0860 28* ***.

The first time, I was asked to hold however the call was disconnected.

The second time, I was told that they will contact the store and call me back. I was called back and transferred to the store however the call was immediately disconnected as it was transferred through.

The third time I asked for the manager of the Zambezi branch to call me.

I was called back at 11h00 and my details were taken down, I was told that he will find out and call me back.

A whole day has passed however no one has called me back nor was my installation done.

This is a service that is already paid for however it is clear that customer service is not high on the priority list of this branch. It seems as if as long as their sales budget is met, paid after sales service is not important.

I ask that my complaint please not be ignored again and that I please receive feedback as a matter of urgency.

I have purchased an Xpanda gate from Builders Warehouse in Zambezi Drive Montana on Sunday the 12th December 2021. I had also added installation as part of purchase and provided the date and time for installation which was today the 16th December at 10h00.

I had to make special arrangements to be home at the time.

I patiently waited for the installer to come through however it was passed 10h30 and no one had come through nor was I contacted to indicate there was a delay. I called the installation number 010 109 **** four times however there was no answer. Thereafter I call the builders warehouse contact number 0860 28* ***.

The first time, I was asked to hold however the call was disconnected.

The second time, I was told that they will contact the store and call me back. I was called back and transferred to the store however the call was immediately disconnected as it was transferred through.

The third time I asked for the manager of the Zambezi branch to call me.

I was called back at 11h00 and my details were taken down, I was told that he will find out and call me back.

It is now almost 17h00 and no one has called me back nor was my installation done.

This is a service that is already paid for however it is clear that customer service is not high on the priority list of this branch. It seems as if as long as their sales budget is met, paid after sales service is not important.

I ask that my complaint please not be ignored again and that I please receive feedback as a matter of urgency.

tried buying product in store in Bedfordview and staff refused 2 assist unless I complete application for 2 get builders card. I asked for branch manager and I was refused 2 talk to her/him

Hi .I lodged a complaint once again to Massmart and believe it or not they have not even contacted me as yet. Besides the previuos complaint lodged was not even resolved nor did I get feedback as promised. This is unacceptable and disappointing.

Have had various altercations with staff member(Rekha Maharaj) of Massmart subsid co..Makro(Springfield, Durban, kzn, South Africa)Who has told her staff members that she has more important customers to attend to rather than me.etc etc. Have also reported Makro to the ethical bureau.

Would really appreciate your help and assistance.

Regards Dane Bekker, Arrive Alive Academy, 079912****