MR
Massmart Retail
Claimed Business
MR
AI Review Summary
Based on recent customer reviews, Massmart Retail faces widespread criticism across its Game, Makro, and Builders Warehouse brands. Customers consistently report failed or delayed deliveries, unresolved refunds, and poor after-sales service on appliances and online orders. Communication breakdowns are a recurring theme, with customers describing being ignored after escalating complaints. Warranty and guarantee disputes further erode trust. A small number of positive experiences highlight that when leadership intervenes directly, resolutions can be professional and satisfactory, though such instances appear rare.
Performance(last 12 months):
TrustIndex
0
Ranking
#53
in Retail
NPS Score
-100
Recommended: Unlikely
Review Distribution
1.5|25 Reviews
May '25 - Apr '26
5(4.8%)
4(4.8%)
3(0%)
2(9.5%)
1(81%)
5(4.8%)
4(4.8%)
3(0%)
2(9.5%)
1(81%)
Frequently Asked Questions About Massmart Retail
Based on recent customer reviews, Massmart Retail faces widespread criticism across its Game, Makro, and Builders Warehouse brands. Customers consistently report failed or delayed deliveries, unresolved refunds, and poor after-sales service on appliances and online orders. Communication breakdowns are a recurring theme, with customers describing being ignored after escalating complaints. Warranty and guarantee disputes further erode trust. A small number of positive experiences highlight that when leadership intervenes directly, resolutions can be professional and satisfactory, though such instances appear rare.
Massmart Retail has a TrustIndex of 0 out of 10 on Hellopeter, based on 25 reviews in the last 12 months. Hellopeter has tracked Massmart Retail across 348 total reviews. How is the TrustIndex calculated? →
Recent reviews (25)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceCK
Cherie-lee Kleinsmidt
1 reviews | Active since Jan 2020
6 Mar 2026, 19:34
Game customer service is horrible
My recent interaction with Game stores in Zevenwacht Mall has been horrific. On Saturday 28 February I went to the store to purchase a fridge. After sitting through a whole explanation of why I should take the Hisense fridge that was on sale I was told that the systems are offline and I can only purchase the fridge if I can get a driver to take it home for me. Obviously this was not possible and I was told to return the following week to give them time to fix the systems that would allow for delivery. Returning 03 March the price has increased by over R2 000 and the agent advised she will put through the order on the sale price and I can expect delivery in 2-3 days. Today is 6 March and still no fridge. I got a call from someone from the store on 05 March saying the order has been rejected and I should sent proof of payment. Just like that, no explanation, no advising of what the next steps are NOTHING!!!! This is absolutely ridiculous as I feel that I am being ****** as the service that I am getting is as good as dealing with a unregistered business. How are you quick to tell me to go make payment and take ALL that money without having the decency to tell me what is happening and when I will get my fridge. I have tried reaching out and have still gotten no joy. What is happening? Where is my fridge ? You take the money and expect me to just WAIT. I need answers
Helpful (0)
|Replies (0)CK
Cherie-lee Kleinsmidt
1 reviews | Active since Jan 2020
6 Mar 2026, 19:34
Game customer service is horrible
My recent interaction with Game stores in Zevenwacht Mall has been horrific. On Saturday 28 February I went to the store to purchase a fridge. After sitting through a whole explanation of why I should take the Hisense fridge that was on sale I was told that the systems are offline and I can only purchase the fridge if I can get a driver to take it home for me. Obviously this was not possible and I was told to return the following week to give them time to fix the systems that would allow for delivery. Returning 03 March the price has increased by over R2 000 and the agent advised she will put through the order on the sale price and I can expect delivery in 2-3 days. Today is 6 March and still no fridge. I got a call from someone from the store on 05 March saying the order has been rejected and I should sent proof of payment. Just like that, no explanation, no advising of what the next steps are NOTHING!!!! This is absolutely ridiculous as I feel that I am being ****** as the service that I am getting is as good as dealing with a unregistered business. How are you quick to tell me to go make payment and take ALL that money without having the decency to tell me what is happening and when I will get my fridge. I have tried reaching out and have still gotten no joy. What is happening? Where is my fridge ? You take the money and expect me to just WAIT. I need answers
0
Replies (0)JL
JOHN L
1 reviews | Active since Jan 2020
27 Feb 2026, 07:14
Worst Group Ever - try all others and only use them as a last resort. Whether it is Game, Builders warehouse or Makro
One of the worst groups out, rotten from the top downwards, whether it is Builders Warehouse, Game, or Makro. There is "let's give the worst service possible," "I don't care," let's point customers to random Isles and people only to be pointed otherwise. I have not experienced Walmart yet, but if it is like the rest, you won't see me there. Support other companies first and use this as a last resort. God forbid you have to return a defective tem. # months later and 40 emails & phone calls and referrals and escalations again "I don't care attitude," and with some miracle, it may be finally passed. I implore people not to support them at all.
Helpful (0)
|Replies (0)JL
JOHN L
1 reviews | Active since Jan 2020
27 Feb 2026, 07:14
Worst Group Ever - try all others and only use them as a last resort. Whether it is Game, Builders warehouse or Makro
One of the worst groups out, rotten from the top downwards, whether it is Builders Warehouse, Game, or Makro. There is "let's give the worst service possible," "I don't care," let's point customers to random Isles and people only to be pointed otherwise. I have not experienced Walmart yet, but if it is like the rest, you won't see me there. Support other companies first and use this as a last resort. God forbid you have to return a defective tem. # months later and 40 emails & phone calls and referrals and escalations again "I don't care attitude," and with some miracle, it may be finally passed. I implore people not to support them at all.
0
Replies (0)TL
Thabiso L
1 reviews | Active since Jan 2020
23 Feb 2026, 12:19
ACCOUNT SUSPENDED WITHOUT A VALID REASON I DEMAND A VALID REASON
Good day. I am writing to express my extreme frustration and disappointment with the handling of my seller account. Despite clearly setting my profile to vacation mode before leaving for my annual holiday, my account has now been suspended and reflects as inactive. This is unacceptable and has caused me significant inconvenience and financial loss. I have proof that I correctly set my account to vacation mode, yet orders were cancelled automatically, and now my account is blocked. I had to cut my vacation short, even though I had planned to return on the 27th of February, because instead of enjoying my holiday, I was constantly sending emails and monitoring my PC to address these issues. Last week, I received a call from Graig Lancefield, (0664854281) who asked if I could fulfill my orders. I explained that I was away and had stipulated that I was on holiday. He then advised me to cancel orders and delist my products, which I did. Today, I decided to return early, activated my products, and attempted to fulfill orders, only to find my account suspended. This situation is so annoying because I tried being compliant, I am also a compliance administrator at a Bank, but the level of disregard by you guys is on another level. This situation is intolerable. I have lost over R2000 due to accommodation costs until the 27th of February, and my plans to grow my seller account have been disrupted. As a compliance administrator at a bank, I have never seen such incompetence. I am deeply annoyed and disappointed. My week has been ruined, and this negligence has damaged my trust in the platform. I don't know what you want me to do from now on because I have been frustrated, cut my trip short when I fully paid for the trip. Everyday I was on my laptop worried about my portal. I don't know. do you want me to show you that I was on holiday, I have pictures even of the boat cruise
Helpful (0)
|Replies (0)TL
Thabiso L
1 reviews | Active since Jan 2020
23 Feb 2026, 12:19
ACCOUNT SUSPENDED WITHOUT A VALID REASON I DEMAND A VALID REASON
Good day. I am writing to express my extreme frustration and disappointment with the handling of my seller account. Despite clearly setting my profile to vacation mode before leaving for my annual holiday, my account has now been suspended and reflects as inactive. This is unacceptable and has caused me significant inconvenience and financial loss. I have proof that I correctly set my account to vacation mode, yet orders were cancelled automatically, and now my account is blocked. I had to cut my vacation short, even though I had planned to return on the 27th of February, because instead of enjoying my holiday, I was constantly sending emails and monitoring my PC to address these issues. Last week, I received a call from Graig Lancefield, (0664854281) who asked if I could fulfill my orders. I explained that I was away and had stipulated that I was on holiday. He then advised me to cancel orders and delist my products, which I did. Today, I decided to return early, activated my products, and attempted to fulfill orders, only to find my account suspended. This situation is so annoying because I tried being compliant, I am also a compliance administrator at a Bank, but the level of disregard by you guys is on another level. This situation is intolerable. I have lost over R2000 due to accommodation costs until the 27th of February, and my plans to grow my seller account have been disrupted. As a compliance administrator at a bank, I have never seen such incompetence. I am deeply annoyed and disappointed. My week has been ruined, and this negligence has damaged my trust in the platform. I don't know what you want me to do from now on because I have been frustrated, cut my trip short when I fully paid for the trip. Everyday I was on my laptop worried about my portal. I don't know. do you want me to show you that I was on holiday, I have pictures even of the boat cruise
0
Replies (0)MP
Matsobane P
1 reviews | Active since Jan 2020
26 Jan 2026, 19:20
Builders Warehouse – Failing to Honour 12-Year Guarantee
I purchased a sink mixer from Builders Warehouse Atteridgeville on 25 February 2023. It comes with a 12-year guarantee. In November 2025, the tap started leaking. The supplier refused to assist, claiming it was a “maintenance” issue — without even inspecting the product. The wording on the box regarding the guarantee is ambiguous, making it unclear what is actually covered. After following up with Builders Warehouse customer service on 15 January 2026, my case was dismissed without any explanation. I am extremely disappointed. This product is still within the guarantee period, yet I am left without support. I expect Builders Warehouse to honour the guarantee and repair or replace the tap immediately.
Helpful (0)
|Replies (0)MP
Matsobane P
1 reviews | Active since Jan 2020
26 Jan 2026, 19:20
Builders Warehouse – Failing to Honour 12-Year Guarantee
I purchased a sink mixer from Builders Warehouse Atteridgeville on 25 February 2023. It comes with a 12-year guarantee. In November 2025, the tap started leaking. The supplier refused to assist, claiming it was a “maintenance” issue — without even inspecting the product. The wording on the box regarding the guarantee is ambiguous, making it unclear what is actually covered. After following up with Builders Warehouse customer service on 15 January 2026, my case was dismissed without any explanation. I am extremely disappointed. This product is still within the guarantee period, yet I am left without support. I expect Builders Warehouse to honour the guarantee and repair or replace the tap immediately.
0
Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
14 Jan 2026, 17:42
Horrible customer service at Makro. The following is a letter written to Makro, describing my problem. Please beware that if you are not satisfied with an online purchase at Makro, it will be exceedingly difficult to get a refund from makro.To Management
Horrible after sales service at Makro, when trying to return an item
Helpful (0)
|Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
14 Jan 2026, 17:42
Horrible customer service at Makro. The following is a letter written to Makro, describing my problem. Please beware that if you are not satisfied with an online purchase at Makro, it will be exceedingly difficult to get a refund from makro.To Management
Horrible after sales service at Makro, when trying to return an item
0
Replies (0)PJ
Peter J
1 reviews | Active since Jan 2020
8 Jan 2026, 10:01
Ongoing Consumer Protection Act Violations by Makro - False Advertising and Review Suppression
Dear Executive Management, I am writing to bring to your immediate attention systematic deceptive trade practices being conducted by Makro, which expose Massmart Holdings to significant legal, reputational and regulatory risk. Summary of Violations: Makro is actively engaging in false advertising of an "R36Max" handheld gaming console while simultaneously suppressing customer reviews that would alert other consumers to this deception. This constitutes knowing participation in consumer *****, not mere negligence. Timeline of Events: Makro advertised and sold "R36Max" product Product delivered was not the Max version as advertised I submitted complaint - Makro customer care refused to escalate, told me to find the right person myself I sent formal legal notice citing Consumer Protection Act violations - NO RESPONSE After further escalation, Makro offered simple return/refund but ignored all substantive issues I gave 48 hours to address ongoing false advertising and review suppression - NO RESPONSE False advertising continues unchanged on Makro website today Review suppression continues today Critical Legal Issues: Consumer Protection Act 68 of 2008 Violations: Section 41: False, misleading and deceptive representations Section 43: Bait marketing Section 14: Failure to deal fairly, reasonably and equitably with consumers Review Suppression as Active Complicity: Makro solicits customer reviews but does not publish negative feedback. This deliberate suppression of material consumer information while continuing false advertising transforms Makro from a negligent retailer into an active participant in systematic consumer deception. Ongoing Nature of Violations: This is not an isolated incident. The false advertising continues today. The review suppression continues today. Every day that passes, more consumers are being deceived into purchasing products based on false representations while being denied access to truthful consumer feedback. Regulatory Action Already Initiated: Formal complaint filed with National Consumer Commission Application filed with National Consumer Tribunal Request for expedited hearings submitted given ongoing consumer harm Reputational Risk: I am proceeding immediately with: Publication across all consumer protection platforms (HelloPeter, Google Reviews, Trustpilot) Social media campaign documenting Makro's deceptive practices Outreach to consumer advocacy journalists Public disclosure of review suppression practices Corporate Governance Failure: The complete failure of Makro's customer service and legal compliance functions to address these violations suggests either: Inadequate training and oversight of consumer protection obligations, or Deliberate corporate policy to ignore Consumer Protection Act compliance Either scenario represents a serious governance failure requiring executive intervention. Financial and Legal Exposure: The Consumer Protection Act provides for: Administrative penalties up to 10% of turnover Civil damages to affected consumers Costs on attorney-client scale Reputational harm affecting customer trust and brand value What is Required: Immediate executive intervention to: Cease all false advertising of R36Max product across all Makro platforms Publish all suppressed consumer reviews Implement policy requiring publication of all legitimate customer reviews Provide written acknowledgment of Consumer Protection Act violations Compensate affected consumers Implement compliance training for customer service staff Establish oversight mechanisms to prevent recurrence Deadline: I require a substantive response from Massmart Holdings executive management within 72 hours addressing all points raised above. Failure to respond will be taken as Massmart Holdings' corporate decision to defend Makro's systematic consumer deception through full legal adjudication and maximum public exposure. The evidence is documented. The violations are ongoing. The regulatory complaints are filed. Executive intervention is required immediately.
Helpful (0)
|Replies (0)PJ
Peter J
1 reviews | Active since Jan 2020
8 Jan 2026, 10:01
Ongoing Consumer Protection Act Violations by Makro - False Advertising and Review Suppression
Dear Executive Management, I am writing to bring to your immediate attention systematic deceptive trade practices being conducted by Makro, which expose Massmart Holdings to significant legal, reputational and regulatory risk. Summary of Violations: Makro is actively engaging in false advertising of an "R36Max" handheld gaming console while simultaneously suppressing customer reviews that would alert other consumers to this deception. This constitutes knowing participation in consumer *****, not mere negligence. Timeline of Events: Makro advertised and sold "R36Max" product Product delivered was not the Max version as advertised I submitted complaint - Makro customer care refused to escalate, told me to find the right person myself I sent formal legal notice citing Consumer Protection Act violations - NO RESPONSE After further escalation, Makro offered simple return/refund but ignored all substantive issues I gave 48 hours to address ongoing false advertising and review suppression - NO RESPONSE False advertising continues unchanged on Makro website today Review suppression continues today Critical Legal Issues: Consumer Protection Act 68 of 2008 Violations: Section 41: False, misleading and deceptive representations Section 43: Bait marketing Section 14: Failure to deal fairly, reasonably and equitably with consumers Review Suppression as Active Complicity: Makro solicits customer reviews but does not publish negative feedback. This deliberate suppression of material consumer information while continuing false advertising transforms Makro from a negligent retailer into an active participant in systematic consumer deception. Ongoing Nature of Violations: This is not an isolated incident. The false advertising continues today. The review suppression continues today. Every day that passes, more consumers are being deceived into purchasing products based on false representations while being denied access to truthful consumer feedback. Regulatory Action Already Initiated: Formal complaint filed with National Consumer Commission Application filed with National Consumer Tribunal Request for expedited hearings submitted given ongoing consumer harm Reputational Risk: I am proceeding immediately with: Publication across all consumer protection platforms (HelloPeter, Google Reviews, Trustpilot) Social media campaign documenting Makro's deceptive practices Outreach to consumer advocacy journalists Public disclosure of review suppression practices Corporate Governance Failure: The complete failure of Makro's customer service and legal compliance functions to address these violations suggests either: Inadequate training and oversight of consumer protection obligations, or Deliberate corporate policy to ignore Consumer Protection Act compliance Either scenario represents a serious governance failure requiring executive intervention. Financial and Legal Exposure: The Consumer Protection Act provides for: Administrative penalties up to 10% of turnover Civil damages to affected consumers Costs on attorney-client scale Reputational harm affecting customer trust and brand value What is Required: Immediate executive intervention to: Cease all false advertising of R36Max product across all Makro platforms Publish all suppressed consumer reviews Implement policy requiring publication of all legitimate customer reviews Provide written acknowledgment of Consumer Protection Act violations Compensate affected consumers Implement compliance training for customer service staff Establish oversight mechanisms to prevent recurrence Deadline: I require a substantive response from Massmart Holdings executive management within 72 hours addressing all points raised above. Failure to respond will be taken as Massmart Holdings' corporate decision to defend Makro's systematic consumer deception through full legal adjudication and maximum public exposure. The evidence is documented. The violations are ongoing. The regulatory complaints are filed. Executive intervention is required immediately.
0
Replies (0)GW
Gia W
1 reviews | Active since Jan 2020
2 Jan 2026, 08:25
Makro
As the owners of Makro they should monitor and take care of their business activities. I bought from Makro on the 10/12/2025. They have not been able to refund or give me a proper answer for three weeks now. I have requested my records as well as recording for me to take this matter up and still have had no response. My order was not taken up after the payment had been taken out of my account , there is little to No communication unless I contact them. What kind of business are you running , what are you doing with my money that it can not just be reversed in the time lines you have as a company.
Helpful (0)
|Replies (0)GW
Gia W
1 reviews | Active since Jan 2020
2 Jan 2026, 08:25
Makro
As the owners of Makro they should monitor and take care of their business activities. I bought from Makro on the 10/12/2025. They have not been able to refund or give me a proper answer for three weeks now. I have requested my records as well as recording for me to take this matter up and still have had no response. My order was not taken up after the payment had been taken out of my account , there is little to No communication unless I contact them. What kind of business are you running , what are you doing with my money that it can not just be reversed in the time lines you have as a company.
0
Replies (0)MC
Michelle C
1 reviews | Active since Jan 2020
27 Dec 2025, 09:30
OneCart shopper at Irene Village Mall needs to answer why there are items missing that I have paid for
Massmart owns OneCart and may I suggest that you definitely refrain from using them. I have had nearly R200 worth of groceries ****** from me over two deliveries. Last week was one item, this week is three. Their customer service department is beyond useless, on a par with Hellkom. The only person that could be *****ing is the shopper. I jut wonder how much stuff she has actually ****** as mostly, we trust companies to behave ethically and not ***** our goods and therefore do not check our deliveries. But if I may give you some advice. ALWAYS check your deliveries against your invoice. You will probably find when you start doing this that there are items missing.
Helpful (0)
|Replies (0)MC
Michelle C
1 reviews | Active since Jan 2020
27 Dec 2025, 09:30
OneCart shopper at Irene Village Mall needs to answer why there are items missing that I have paid for
Massmart owns OneCart and may I suggest that you definitely refrain from using them. I have had nearly R200 worth of groceries ****** from me over two deliveries. Last week was one item, this week is three. Their customer service department is beyond useless, on a par with Hellkom. The only person that could be *****ing is the shopper. I jut wonder how much stuff she has actually ****** as mostly, we trust companies to behave ethically and not ***** our goods and therefore do not check our deliveries. But if I may give you some advice. ALWAYS check your deliveries against your invoice. You will probably find when you start doing this that there are items missing.
0
Replies (0)