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Makro
Verified Business
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Rated in:
Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Makro is facing serious customer experience challenges across its online and in-store operations. Customers consistently report failed deliveries, undelivered orders, defective products, and severe difficulties obtaining refunds. Complaints, Returns and Resolution emerges as the most damaging theme, with Store Operations and Customer Service following closely. Isolated praise exists for specific staff members, but systemic failures dominate the feedback landscape.
TrustIndex
2.2
Ranking
#8
in Grocery & Food
NPS Score
-87
Recommended: Unlikely
Jul '25 - Jun '26
Based on recent customer reviews, Makro is experiencing widespread customer dissatisfaction across all measured themes. Customers consistently report failed deliveries, defective products, unfulfilled refunds, and unresponsive support channels. While isolated positive interactions exist with named staff in physical stores, the overwhelming pattern reflects systemic breakdowns in online order fulfilment, third-party seller oversight, and after-sales accountability that have severely damaged consumer trust.
The most common complaint about Makro, based on Hellopeter's AI analysis of recent customer reviews, is Refunds, Returns & Consumer Rights. Refunds, Returns & Consumer Rights (1.1) is the most damaging theme. Customers describe months-long waits for refunds, rejected returns on clearly defective goods, items collected but never refunded, and repeated cycles of escalation without resolution. Many cite Consumer Protection Act violations and escalation to the Ombud.
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 Jan 2020
They are misleading customers...when l bought the washing machine l wasn't told about diffrent things the warranty is about...they told me it has 10year warranty,now they are ****** all of a sudden they are picky...this is what they wrote to me:
1 reviews | Active since Jan 2020
They are misleading customers...when l bought the washing machine l wasn't told about diffrent things the warranty is about...they told me it has 10year warranty,now they are ****** all of a sudden they are picky...this is what they wrote to me:
1 reviews | Active since Jan 2020
I bought a Defy stove from Makro end of March. I baked rusks and when I took it out after 1 hour 15 min, it was still raw at the bottom. Top was overbaked. I phone Makro and they send a technician who told me if I know that the red light must be off before I put the rusks in the oven!!!!!!! He tested the oven, put all the plates on high (nothing wrong there!) and said he can't find anything wrong. They same day I baked rusks and the same happened!! Raw at the bottom. Technician came out again and then told me that I must bake everything on the bottom tray!!!! It took 14 hours on 100 degrees C to dry the rusks. (Normal time 5 hours!!) Makro says they can only get the rep from Defy if the tech picked up a fault.....and he did not!!! What di I do??????
1 reviews | Active since Jan 2020
I bought a Defy stove from Makro end of March. I baked rusks and when I took it out after 1 hour 15 min, it was still raw at the bottom. Top was overbaked. I phone Makro and they send a technician who told me if I know that the red light must be off before I put the rusks in the oven!!!!!!! He tested the oven, put all the plates on high (nothing wrong there!) and said he can't find anything wrong. They same day I baked rusks and the same happened!! Raw at the bottom. Technician came out again and then told me that I must bake everything on the bottom tray!!!! It took 14 hours on 100 degrees C to dry the rusks. (Normal time 5 hours!!) Makro says they can only get the rep from Defy if the tech picked up a fault.....and he did not!!! What di I do??????
1 reviews | Active since Jan 2020
I have 3 returns that was accepted and no refund has done to date. Every time you send an email its a different person with different stories. One return is from 24 March. Return ID: M17IKCBF14A Return ID:M19VJ8ULJ00 Return ID:M16V8D1HST1
1 reviews | Active since Jan 2020
I have 3 returns that was accepted and no refund has done to date. Every time you send an email its a different person with different stories. One return is from 24 March. Return ID: M17IKCBF14A Return ID:M19VJ8ULJ00 Return ID:M16V8D1HST1
1 reviews | Active since Jan 2020
I am really disappointed in the subcontractor that Makro uses for its online delivery. Not only are they unreliable but they lie about being in contact with the client. This is the second time it has happened and the goods I need are urgent. They **** about me to wanting the order to delayed this is dishonest and unprofessional. Than Makro advises me to contact the courier myself and when I do they tell me they can only change delivery if Makro changes.....its takes me two whole days and still I have no feedback.. this is pathetic !!!
1 reviews | Active since Jan 2020
I am really disappointed in the subcontractor that Makro uses for its online delivery. Not only are they unreliable but they lie about being in contact with the client. This is the second time it has happened and the goods I need are urgent. They **** about me to wanting the order to delayed this is dishonest and unprofessional. Than Makro advises me to contact the courier myself and when I do they tell me they can only change delivery if Makro changes.....its takes me two whole days and still I have no feedback.. this is pathetic !!!
1 reviews | Active since Jan 2020
I purchased a Proline V146 Intel Core i7 10th Generation from Makro online on the 12 October 2025 and received it on the 14 October 2025. Approximately a week ago I needed to use my computer and when I turned it on it was showing the battery only had 17% charge at which time I plugged it in but no matter whether I changed the plug point or the adapter it would not charge. I then contacted Makro Online customer services on the 21/05/2026 and spoke to Bongile to ask how I go about having the issue sorted out they took down the information said they needed to contact the supplier and would come back to me. I contacted them again on the 2205/2026 and spoke to Lerato as I had not been contacted and was told they had not received feedback from the supplier. I waited until the 25/05/2026 to contact them again as I still had received no feedback and spoke to Tebogo who told me they still had not received feedback from the supplier. I contacted them again today only to be told the same thing. When I asked to speak to someone who could either provide me with answers or the suppliers contact details as I am not sure who is at fault here, Makro or the supplier, I was placed on hold until I cut the call after being on the phone for an hour. I will never again purchase anything from Makro Online as they do not care about their customers, are extremely unhelpful and if you wish to contact the supplier directly they say that this will void the warranty. I know this as I contacted them about a gas stove which I had purchased online and all the knobs had broken within 3 months and when I wanted to contact the supplier directly I was informed this would void any warranty provided by Makro. So people please never buy from Makro online unless you are happy to receive terrible customer service. My next step is to lay a complaint with the Consumer Complaints Board and the Ombudsman as this is affecting my ability to work online.
1 reviews | Active since Jan 2020
I purchased a Proline V146 Intel Core i7 10th Generation from Makro online on the 12 October 2025 and received it on the 14 October 2025. Approximately a week ago I needed to use my computer and when I turned it on it was showing the battery only had 17% charge at which time I plugged it in but no matter whether I changed the plug point or the adapter it would not charge. I then contacted Makro Online customer services on the 21/05/2026 and spoke to Bongile to ask how I go about having the issue sorted out they took down the information said they needed to contact the supplier and would come back to me. I contacted them again on the 2205/2026 and spoke to Lerato as I had not been contacted and was told they had not received feedback from the supplier. I waited until the 25/05/2026 to contact them again as I still had received no feedback and spoke to Tebogo who told me they still had not received feedback from the supplier. I contacted them again today only to be told the same thing. When I asked to speak to someone who could either provide me with answers or the suppliers contact details as I am not sure who is at fault here, Makro or the supplier, I was placed on hold until I cut the call after being on the phone for an hour. I will never again purchase anything from Makro Online as they do not care about their customers, are extremely unhelpful and if you wish to contact the supplier directly they say that this will void the warranty. I know this as I contacted them about a gas stove which I had purchased online and all the knobs had broken within 3 months and when I wanted to contact the supplier directly I was informed this would void any warranty provided by Makro. So people please never buy from Makro online unless you are happy to receive terrible customer service. My next step is to lay a complaint with the Consumer Complaints Board and the Ombudsman as this is affecting my ability to work online.
1 reviews | Active since Jan 2020
Yet more empty promises despite them admitting that they received the documents required AND promising in writing to get back to me. Then they send an email (no reply) to tell me this case has been resolved, but I don't have a refund yet.
1 reviews | Active since Jan 2020
Yet more empty promises despite them admitting that they received the documents required AND promising in writing to get back to me. Then they send an email (no reply) to tell me this case has been resolved, but I don't have a refund yet.
Makro scores 1.1 out of 5 on Hellopeter's AI analysis of service quality in Grocery & Food, compared to the Grocery & Food industry average of 1.4. Their strongest theme is Product Quality (1.5); their weakest is Complaints & Returns (0.6). The top AI-rated Grocery & Food business on Hellopeter is Food Lovers Market (1.6). How is the AI Score calculated? →
Makro has a TrustIndex of 2.2 out of 10 on Hellopeter, based on 3,538 reviews in the last 12 months. Hellopeter has tracked Makro across 27,643 total reviews. How is the TrustIndex calculated? →