Massmart Retail
Claimed Business
|1.3|18 Reviews (last 12 months)|This business does not respond to reviews
Massmart Retail
Claimed Business
|1.3
18 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Massmart Retail is facing significant customer experience challenges across its subsidiary brands including Makro, Game, Builders Warehouse, and Build it. Customers consistently mention frustration with delivery failures, incorrect orders, and unresolved refunds. A recurring theme is poor accountability from store managers and call centres, with shoppers describing escalations that go unanswered. Guarantee and returns disputes also surface frequently. While isolated positive feedback highlights exemplary resolution by certain regional leadership teams, the dominant sentiment reflects eroded trust in the group's after-sales service.
Performance(last 12 months):
Trustindex Rating
2.1NPS Score
-100Unlikely
TrustIndex
2.1
NPS Score
-100
Recommended: Unlikely
Review Distribution
1.3|18 Reviews
Sep '25 - Aug '26
Recent reviews (18)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
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Astrid M
1 reviews | Active since Feb 2025
19 May 2026, 09:15
Complaint Regarding Defective Fridge and Poor After-Sales Service
Dear Makro and Defy, I purchased a fridge from Makro for my parents, who were moving into their new flat. Unfortunately, when I opened the fridge the week before their move-in date, I immediately noticed that it was not in acceptable condition. The appliance appeared almost second-hand, with what looked like yellow glue seeping out around both the top and bottom doors, and damaged or incomplete rubber seals. I contacted Makro regarding the issue and my return request was immediately rejected. However, Defy subsequently contacted me twice and arranged for a technician to inspect the fridge. The technician himself confirmed that the fridge should be replaced. Following this, Defy contacted me again to ask whether Makro had been in touch, as I was apparently due to receive a replacement fridge. Despite these assurances, no replacement has materialised and communication has now completely stopped. To make matters worse, after almost three weeks, Makro emailed me requesting the exact same photographs and information that I had already submitted previously. What is particularly disappointing is that I purchased two fridges within the space of one month because I believed both the Defy brand and Makro were reliable and reputable. The level of after-sales service I have received has been extremely poor. Customers should not be left chasing updates, repeating information, and waiting indefinitely after a product has already been confirmed as defective by an authorised technician. I had already reached a point where I considered this matter a lost cause, only to then receive promises and calls that ultimately led nowhere. This is simply not acceptable customer service. If this is the standard by which Defy and Makro handle legitimate product issues, this will unfortunately be my last purchase from this brand, and I will not hesitate to advise others accordingly based on my experience. I would appreciate urgent feedback and a clear resolution to this matter. Kind regards, Astrid Mitchell
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Astrid M
1 reviews | Active since Feb 2025
19 May 2026, 09:15
Complaint Regarding Defective Fridge and Poor After-Sales Service
Dear Makro and Defy, I purchased a fridge from Makro for my parents, who were moving into their new flat. Unfortunately, when I opened the fridge the week before their move-in date, I immediately noticed that it was not in acceptable condition. The appliance appeared almost second-hand, with what looked like yellow glue seeping out around both the top and bottom doors, and damaged or incomplete rubber seals. I contacted Makro regarding the issue and my return request was immediately rejected. However, Defy subsequently contacted me twice and arranged for a technician to inspect the fridge. The technician himself confirmed that the fridge should be replaced. Following this, Defy contacted me again to ask whether Makro had been in touch, as I was apparently due to receive a replacement fridge. Despite these assurances, no replacement has materialised and communication has now completely stopped. To make matters worse, after almost three weeks, Makro emailed me requesting the exact same photographs and information that I had already submitted previously. What is particularly disappointing is that I purchased two fridges within the space of one month because I believed both the Defy brand and Makro were reliable and reputable. The level of after-sales service I have received has been extremely poor. Customers should not be left chasing updates, repeating information, and waiting indefinitely after a product has already been confirmed as defective by an authorised technician. I had already reached a point where I considered this matter a lost cause, only to then receive promises and calls that ultimately led nowhere. This is simply not acceptable customer service. If this is the standard by which Defy and Makro handle legitimate product issues, this will unfortunately be my last purchase from this brand, and I will not hesitate to advise others accordingly based on my experience. I would appreciate urgent feedback and a clear resolution to this matter. Kind regards, Astrid Mitchell
0
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Carlido N
1 reviews | Active since Apr 2026
18 May 2026, 21:45
MASSMART FAILS TO MEET THEIR END, CONSTANTLY IGNORED CUSTOMER
I am extremely disappointed with the level of service and communication from Massmart. I have paid my account in full, yet my listing has still not been removed. What makes the situation even worse is the complete lack of response from their side. I have sent countless emails and made numerous phone calls, but nobody responds or provides any assistance. As a paying customer who has fulfilled my obligations, I should not have to chase a company endlessly just to get a simple issue resolved. The silence and poor customer service are unacceptable. I am now publicly asking Massmart to explain: * Why has the listing not been removed after full payment was made? * Why are customer emails and calls being ignored? * What exactly must a customer do to receive assistance? I hope this complaint finally receives the attention and urgency it deserves.
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Carlido N
1 reviews | Active since Apr 2026
18 May 2026, 21:45
MASSMART FAILS TO MEET THEIR END, CONSTANTLY IGNORED CUSTOMER
I am extremely disappointed with the level of service and communication from Massmart. I have paid my account in full, yet my listing has still not been removed. What makes the situation even worse is the complete lack of response from their side. I have sent countless emails and made numerous phone calls, but nobody responds or provides any assistance. As a paying customer who has fulfilled my obligations, I should not have to chase a company endlessly just to get a simple issue resolved. The silence and poor customer service are unacceptable. I am now publicly asking Massmart to explain: * Why has the listing not been removed after full payment was made? * Why are customer emails and calls being ignored? * What exactly must a customer do to receive assistance? I hope this complaint finally receives the attention and urgency it deserves.
0
Replies (0)TK
Taaz K
1 reviews | Active since Nov 2018
6 May 2026, 13:21
Terrible customer service from Build It Kyalami
Absolutely unacceptable customer service from the manager, MJ, at Build it Kyalami. This was our first time ordering bricks from this branch, and the experience was nothing short of frustrating. A massive delivery truck was sent to a residential property with clear access limitations. We have ordered from other suppliers before, and they consistently use appropriately sized vehicles, understanding the constraints of delivering to a home. What made the situation worse was that the driver, Yaneman, was the only one showing any level of professionalism. He clearly explained that the truck would not fit and that surrounding trees would make even offloading outside the property difficult. Despite this, MJ refused to listen and insisted that delivery proceed as-is, making no effort to find a practical solution. As a direct result of this poor decision-making, tree branches were damaged, and we were left with additional, avoidable costs to move the bricks ourselves. Even more unreasonable was the suggestion that we pay a second delivery fee if we wanted a smaller truck — effectively charging us for their own lack of foresight. Beyond the logistical failure, the most disappointing aspect was the complete lack of accountability and customer care. MJ was stubborn, dismissive, and unwilling to take responsibility for a situation that could have easily been handled correctly from the start. This experience has not only ensured that we will never return to Build it Kyalami, but it has also completely eroded our trust in the Build it brand as a whole.
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Taaz K
1 reviews | Active since Nov 2018
6 May 2026, 13:21
Terrible customer service from Build It Kyalami
Absolutely unacceptable customer service from the manager, MJ, at Build it Kyalami. This was our first time ordering bricks from this branch, and the experience was nothing short of frustrating. A massive delivery truck was sent to a residential property with clear access limitations. We have ordered from other suppliers before, and they consistently use appropriately sized vehicles, understanding the constraints of delivering to a home. What made the situation worse was that the driver, Yaneman, was the only one showing any level of professionalism. He clearly explained that the truck would not fit and that surrounding trees would make even offloading outside the property difficult. Despite this, MJ refused to listen and insisted that delivery proceed as-is, making no effort to find a practical solution. As a direct result of this poor decision-making, tree branches were damaged, and we were left with additional, avoidable costs to move the bricks ourselves. Even more unreasonable was the suggestion that we pay a second delivery fee if we wanted a smaller truck — effectively charging us for their own lack of foresight. Beyond the logistical failure, the most disappointing aspect was the complete lack of accountability and customer care. MJ was stubborn, dismissive, and unwilling to take responsibility for a situation that could have easily been handled correctly from the start. This experience has not only ensured that we will never return to Build it Kyalami, but it has also completely eroded our trust in the Build it brand as a whole.
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Romina C
1 reviews | Active since May 2026
2 May 2026, 11:51
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.
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Romina C
1 reviews | Active since May 2026
2 May 2026, 11:51
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.
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Replies (0)MF
Marina Fouché
1 reviews | Active since Jun 2020
24 Apr 2026, 17:07
Makro online is PATHETIC
Makro online is PATHETIC. 26th March Places an online order for a cast iron set that was R899. Delivery was quick. When opened box it was the wrong color (blue) but was fine with it. As I unpacked more some pots have huge chuncks of enamel out and was rusted so I requested to have product replace. They refused and said I must do a refund. Refund took about 2 weeks where the product price spiked also. So I waited till the pots was on special again. No probs. I ordered the very same pots again on the 19th April. Today 24th April after promised the order will arrive the 23rd I got parcel. 1 thing they got the the color correct. But once again was disappointed. Got the wrong size sets. For instance the pan as advertised was 3L and I got a 1Liter pan. The big pot of 4L was 3L and so I can go on. How many orders and weeks will it take to get the right order.
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Marina Fouché
1 reviews | Active since Jun 2020
24 Apr 2026, 17:07
Makro online is PATHETIC
Makro online is PATHETIC. 26th March Places an online order for a cast iron set that was R899. Delivery was quick. When opened box it was the wrong color (blue) but was fine with it. As I unpacked more some pots have huge chuncks of enamel out and was rusted so I requested to have product replace. They refused and said I must do a refund. Refund took about 2 weeks where the product price spiked also. So I waited till the pots was on special again. No probs. I ordered the very same pots again on the 19th April. Today 24th April after promised the order will arrive the 23rd I got parcel. 1 thing they got the the color correct. But once again was disappointed. Got the wrong size sets. For instance the pan as advertised was 3L and I got a 1Liter pan. The big pot of 4L was 3L and so I can go on. How many orders and weeks will it take to get the right order.
0
Replies (0)NP
Natalie P
1 reviews | Active since May 2024
10 Apr 2026, 14:44
Buliders ... useless all around
Ordered and paid for an item on the 27th of March ...till to date .. no delivery... no calls ...no emails no refunds.. call the call center my order is jst sitting there .. escalation take 2 days to get feedback.. call head office can't get hold of anyone to assist....Pathetic to say the least ...
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Natalie P
1 reviews | Active since May 2024
10 Apr 2026, 14:44
Buliders ... useless all around
Ordered and paid for an item on the 27th of March ...till to date .. no delivery... no calls ...no emails no refunds.. call the call center my order is jst sitting there .. escalation take 2 days to get feedback.. call head office can't get hold of anyone to assist....Pathetic to say the least ...
0
Replies (0)CK
Cherie-lee Kleinsmidt
1 reviews | Active since Jun 2022
6 Mar 2026, 21:34
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
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Cherie-lee Kleinsmidt
1 reviews | Active since Jun 2022
6 Mar 2026, 21:34
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
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Replies (0)JL
JOHN L
1 reviews | Active since Jul 2020
27 Feb 2026, 09:14
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)
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JOHN L
1 reviews | Active since Jul 2020
27 Feb 2026, 09:14
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)