Incorrect Order from Makro Germiston- Refuse to take accountability

Makro (Massmart) Delivered Incorrect Order – Then Refused to Take Accountability

I am raising this not only with Makro, but with Massmart as the parent company, as the handling of this matter has been consistently inadequate across all levels.

I ordered 96 packets (8 boxes) of Pampers Cat Jelly wet food and received the incorrect product (multipacks) instead.

Makro has acknowledged that the wrong product was delivered. However, despite this, I have been denied any resolution based on a returns policy—because the product was opened. This is despite the fact that it had to be opened out of necessity, as I still needed to feed my cats due to Makro’s error.

I have: • Contacted the call centre multiple times (calls dropped, no resolution) • Attempted to contact the Germiston store (calls unanswered or redirected) • Been referred back and forth with no accountability • Received a call suggesting I should have unpacked and checked a bulk order at the delivery vehicle

So, to summarise Makro’s position: They delivered the wrong product, acknowledged the mistake, supp**** goods of lesser value—and the responsibility still lies with the customer.

At this point, this is no longer just poor service—it reflects a failure in accountability.

I have paid for goods I did not receive and have been left financially prejudiced.

I remain open to resolution: • Delivery of the correct product, or • A full refund

Failing this, I will proceed with formal escalation through the National Consumer Commission.

Massmart may want to take note of how these matters are being handled at store and customer service level.

This matter remains unresolved.