FAQ

Information about Makro Cash and Carry

• What is Makro Cash and Carry?
   
  

  Makro is a Cash and Carry wholesale warehouse for entrepreneurs and business persons.
  
  Makro offers goods of the highest quality and solutions for companies at the best price possible.
  Makro stores offer a comprehensive and varied range of food and non-food goods.
  The Makro range comprises over 40 thousand products which will satisfy your everyday business needs, save time and money.
  Thanks to our direct cooperation with producers, efficient organization and small margins, we maintain the prices of offered products at an exceptionally low level.
  The self-service trade system “cash and carry” means that Customers complete the purchases themselves, they settle the invoice on the spot and carry the goods away themselves. This enables us to maintain the lowest prices on the market.

• How many Makro stores are there?
   
  

  We currently have 27 stores:

  • Warszawa
  • Sosnowiec
  • Łódz
  • Ząbki
  • Wrocław
  • Kraków
  • Poznań
  • Gdynia
  • Szczecin
  • Lublin
  • Zabrze
  • Bydgoszcz
  • Rybnik
  • Bielsko-Biała
  • Białystok
  • Katowice
  • Kielce
  • Przejazdowo
  • Częstochowa
  • Opole
  • Rzeszów
  • Olsztyn
  • Zielona Góra
  • Kalisz
  • Warszawa-Bielany
  • Toruń
  • Koszalin

  
  Addresses and telephone numbers of the stores can be found in separate subsites for each store.

• When did the first Makro/Metro open in the world?
   
  

  The first wholesale warehouse Metro opened in 1964 in a German city Mülheim.
  Click here for more information about the Makro/Metro history.

• When did the first Makro open in Poland?
   
  

  The first Makro Cash and Carry opened in 1994 in Warsaw. More information on Makro history.

Makro Customer Card

• What is the Makro Customer Card?
   
  

  A registered Customer receives a personal Makro Customer Card authorizing them to purchase in Makro and Metro chain across Poland and abroad. When entering the Makro store the card should be shown to the reader opening the entrance gate. On request an identification card should be presented to an employee of the Customer Care Department. The card control system is a good solution to protect our Customers’ interests and to prevent the unauthorized persons from entering to the Makro premises.

  
  Do you already have a Multifunctional Makro Customer Card?

  
  Our Multifunctional Makro Credit Card is a combination of a Makro Customer Card and a Credit Card of GE Money Bank, and as such it retains all the functions of the previous Makro Customer Card and additionally it enables you to:

  • Pay for your purchase in Makro cash-points - using a credit which is interest free for up to 54 days,
  • Purchase products on credit payable in equal monthly installments,
  • Withdraw cash from cash dispensers.

  
  Multifunctional Card is used in the same way as the previous Makro Customer Card: at the entrance and by the cash-point, while the cashier issues a selling document.
  
  Multifunctional Makro Credit Card can be obtained immediately – even on the day of placing the order and concluding a contract with GE Money Bank.
  You only need to go to the Makro Customer Care Department or to a stand of GE Money Bank in one of our stores.
  Your next purchase can be made independently of the amount of cash you have.
  
  For more detailed enquiries on credit cards call our call centre:
  +48 0 801 889 889* - from fixed phones
  +48 058 30 07 500 - from mobiles

• What is a Multifunctional Makro Credit Card?
   
  

  Our new Multifunctional Makro Credit Card is a combination of a Makro Customer Card and a Credit Card of GE Money Bank, and as such it retains all the functions of the previous Makro Customer Card and additionally it enables you to:

  • Pay for your purchase in Makro cash-points - using a credit which is interest free for up to 54 days,
  • Purchase products on credit payable in equal monthly installments,
  • Withdraw cash from cash dispensers.

  
  Multifunctional Card is used in the same way as the previous Makro Customer Card: at the entrance and by the cash-point, while the cashier issues a selling document.
  
  Multifunctional Makro Credit Card can be obtained immediately – even on the day of placing the order and concluding a contract with GE Money Bank.
  You only need to go to the Makro Customer Care Department or to a stand of GE Money Bank in one of our stores.
  Your next purchase can be made independently of the amount of cash you have.
  
  For more detailed enquiries on credit cards call our call centre:
  +48 0 801 889 889* - from fixed phones
  +48 058 30 07 500 - from mobiles

• I have changed my name. What should I do with my card?
   
  

  You should come to the Customer Care Department with your Identification Card and the previous card. You will get a new card with your new name. The change is payable. You will be charged 12,20 zlotys gross.

• Can I purchase in Makro, if I have forgotten to take the card with me?
   
  

  Of course, you only need to contact an employee of the Makro Customer Care Department and ask for a single-use card.

• What is the limit of cards issued for one company?
   
  

  After registration of a customer we issue two cards free of charge. If a customer wants to obtain additional cards they need to present the Customer Care Department with a request for issuing additional cards. The request will be processed within 14 days. Additional cards will be issued free of charge.

• What should be done if the person whose name appears on a Customer Card is no longer employed in the company?
   
  

  If the person whose name appears on the Customer Card is no longer employed in the company owning the Card, you should submit a request for cancelling your ex-employee’s card to the Customer Care Department in which the registration took place.
  At the same time, you can submit a request for issuing a new Card. The request will be examined within 14 days.

• What should I do in case of loss of my Customer Card?
   
  

  The loss of a card should be reported to the Customer Care Department in the store where the loss occurred. The lost card will be blocked in order to prevent unauthorized persons from using it. After showing their ID the Customer may receive a duplicate of the lost card. The duplicate is issued free of charge.

• When is a Customer Card no longer valid?
   
  

  Makro Customer Cards are issued without time limit ( but in case of lack of purchases within the period of two years or one year for a newly-registered company the card will be automatically blocked by the system.)

  
  Makro Customer Card may lose his Card in case of:

  • A theft on the premises of Makro or Metro wholesale warehouse committed by Customer or an accompanying person
  • Use of falsified documents
  • Suspension of legal entity
  • Liquidation of legal entity
  • Not making purchases for a period of more than 24 months (for newly-registered Customers -12 months)
• How many cards may be used by one company?
   
  

  A company registering in Makro receives two cards free of charge. There is, however, the possibility of obtaining additional cards. A request for issuing additional Customer Cards should be submitted to the Customer Care Department in the Makro store where the company was registered.

  The request will be processed within 14 days. Additional cards will be issued free of charge.

• What should I do in order to obtain additional cards for a company already registered in Makro?
   
  

  Additional Customer Cards are issued on receipt of a written request bearing a signature of the company owner (or of an authorized person) and names of persons appointed to use the additional cards. The request should be submitted to the Customer Care Department in the Makro store where the company was registered.

  Additional cards will be issued free of charge.

• When is it possible to use a single-use Customer Card?
   
  

  A single-use Customer Card may only be received by a regular card holder in case of loss or forgetting the regular card. A single-use Card is issued on receipt of an identity document.

• How many persons may enter a Makro store with one Customer Card at a time?
   
  

  Makro Customer Card is personal. It allows admission to a store of two persons at a time: a card holder and a person accompanying them.

• Can a Customer Card holder make purchases in all the Makro stores?
   
  

  A Customer Card entitles the customer to make purchases in all the Makro and Metro stores in Poland and abroad. See the international Makro/Metro chain.

• Is it possible for a Customer owning a Card issued abroad to make purchases in Polish Makro stores?
   
  

  Owners of a Customer Card issued outside Poland can make purchases in Makro warehouses across the country. They will have a single-use card issued on receipt of their foreign card, enabling them to enter a Polish Makro store.

• Is it possible for a Customer owning a Card issued in Poland to make purchases in Makro/Metro stores abroad?
   
  

  Owners of a Polish Makro Customer Card issued in a Metro chain can make purchases in all Makro/Metro warehouses worldwide. The entrance to the stores will be possible after issuing a single-use card – issued on receipt of a Polish Makro Customer Card.

Registration Policy

• Is it possible for a person not owning a business to receive a Makro card?
   
  

  Makro is a warehouse dedicated exclusively to business entities. Therefore it is only possible for persons or institutions running a business to become our customers.

• How to become a Makro Customer?
   
  

  To make your company a Makro Customer you should register it in the Customer Care Department of a chosen Makro store. The following documents should be presented ( at least one in original):

  • Certificate of assigning Tax Payer Identification Number
  • Certificate of assigning Statistical Identification Number ( REGON) (original copy)
  • Certificate on the record in the register of business entities or in the Polish Court Register (required if the above-mentioned documents do not state who is authorized to represent the company)
  • A written declaration signed by a person authorized to represent a company (required if the person performing the registration does not appear in the above-mentioned documents as authorized to the registration of the company.)

  A person performing the registration in the data base of Makro Customers should present an ID with a photo.
  
  If you have a permission to sell alcohol, bring it together with a document confirming the payment, issued by the Commune Office.
  
  If the registration is performed by an assigned representative of a company, the above-mentioned documents should be accompanied by a letter authorizing the employee to register the company and containing the names of persons authorized to use the Makro Customer Card.

• What documents do I have to present in order to register my company and become a Makro customer?
   
  

  You should go to the Customer Care Department and present the following documents ( at least one in original):

  • Certificate of assigning Tax Payer Identification Number
  • Certificate of assigning Statistical Identification Number ( REGON) 
  • Certificate on the record in the register of business entities or in the Polish Court Register (required if the above-mentioned documents do not state who is authorized to represent the company)
  • A written declaration signed by a person authorized to represent a company (required if the person performing the registration does not appear in the above-mentioned documents as authorized to the registration of the company.)

  A person performing the registration in the data base of Makro Customers should present an ID with a photo.
  
  If you have a permission to sell alcohol, bring it together with a document confirming the payment, issued by the Commune Office.
  
  If the registration is performed by an assigned representative of a company, the above-mentioned documents should be accompanied by a letter authorizing the employee to register the company and containing the names of persons authorized to use the Makro Customer Card.

• What is the registration policy for a company running business in another EU Member State?
   
  

  In order to register a company operating in another EU Member State the following documents are required:

  • Identification document
  • Certificate on the record in the register of business entities (Court Register, local government’s record), on the basis of which a business is run
  • Decision on assigning the European Tax Payer Identification Number
  • Positive verification of the European Tax Payer Identification Number ( conducted by an employee of the Customer Service Department

  
  The documents need to be translated into Polish by a sworn translator or a Polish Consul. The names of persons applying for a Makro Credit Card must appear on the documents as authorized to represent the company or should have an appropriate authorization.

Changes in Personal Circumstances or in the Legal Entity of Customer

• Is it possible for a Customer whose business is suspended to make purchases in Makro?
   
  

  Unfortunately, each Customer whose business is suspended loses his Makro Customer Card as well as the right to purchase.

• Is it possible for a Customer whose business has been liquidated to continue making purchases in Makro?
   
  

  In case of business liquidation a Customer loses the right to purchase in the Makro stores.

• What should I do if my company’s Statistical Identification Number / Tax Payer Identification Number has changed?
   
  

  In case of a change of Tax Payer Identification Number / Statistical Identification Number you should apply for a new registration. The previous Customer Cards should be given back to the Customer Care Department in the store which issued them.

• What should I do if my company’s address has changed?
   
  

  If the address of your company, a Makro customer, has changes, you should inform about it the Customer Care Department in the store of registration and present a proof of the change in address ( f.ex. a record in the register of business entities)

• What should I do if the name of my company has changed?
   
  

  If the name of your company, a Makro customer, has changed, you should inform about it the Customer Care Department in the store of registration and present a proof of the change of name ( f.ex. a record in the register of business entities, a document of assigning the Statistical Identification Number).

Purchases in Makro

• Why aren’t children permitted on the Makro premises?
   
  

  This regulation has been introduced for safety reasons. Because of the construction of fork-lift trucks operating in Makro stores it is not possible for an operator to have a full visibility below 140 cm, which could undoubtedly endanger small children.

  Every Sunday we reduce the traffic of fork-lift trucks to a minimum and welcome our Customers to make purchases with their children.

• What are the opening hours of Makro stores?
   
  

  Makro stores are open from Monday to Saturday from 3:00 a.m. to 10:00 p.m., on Sunday from 8:00 a.m. to 8:00 p.m.

• What is the purpose of a final control?
   
  

  The final control enables a quick detection of faults which may appear as a result of a hasty reading of bar codes by a cashier (a double scanning of the same product etc.). A possible overpayment detected during a final control will be returned to the Customer without delay.

• My company is registered in Makro in Warsaw. Can I make purchases with this card in other Makro stores?
   
  

  Makro Card entitles you to make purchases in all the Makro stores, not only across Poland but also in the EU.

• What should I do if I lost a VAT invoice?
   
  

  If you lost a VAT invoice you should contact the Customer Care Department asking for the issuance of a duplicate.

• How can I exchange a receipt into a VAT invoice?
   
  

  There is a possibility to include goods mentioned on the receipt on an invoice, but only within 7 days from the date of issuing the sales document. The invoice may only be established to the company which appears on the receipt. There is, however, no possibility to transfer the invoice on the receipt.

• Why does Makro sell goods in bulk packaging?
   
  

  Makro is a wholesale warehouse, therefore we do not sell single products. Considering the nature of the purchases made in Makro – where Customers buy in bulk in order to resell goods – we use bulk packages (the so called “makrounits”). They do not require additional protection during transport. The number of items in such packages varies from a few to a dozen with the exception of some industrial goods, such as: TV-sets, refrigerators etc. Our offer also contains weighed goods, such as: fish, meat, cold meats and cheese.

• Where can I leave the products I have bought earlier?
   
  

  There are lockers accessible for our Customers in every Store. For security reasons they are emptied every day at 10:30 p.m..

• Why Makro does not have the service of delivery on command?
   
  

  Makro does not provide transport services as it is a self-service wholesale warehouse. The delivery of goods would unfavourably influence the prices of goods offered. It would make it impossible for us to maintain the best prices on the market.

• Promotions and competitions
   
  

  Terms and Conditions of promotions and competitions are placed in a showcase by the entrance of each store. They can be obtained in the Customer Care Department of each Makro store. The majority of them can also be found on our website.

• How can I buy alcohol on a concession in Makro?
   
  

  According to law, the sale of alcohol on a concession in Makro wholesale warehouses is only possible after presenting:

  • Once – a permission – retail concession for selling alcoholic drinks, assigned for a period not shorter than 4 years, and in case of alcohols dedicated to be consumed outside the point of sale – not shorter than 2 years. The concession number, together with its expiry date, is introduced into our system, therefore before the expiring of the concession the Customer should provide us with a new permission. If they fail to do so, we will, unfortunately, not be able to sell the alcohol at a concession price (which is lower than the standard price).
  • Three times a year, until 31st of January, 31st of May and 30th of September ( a 1-day earlier deadline due to the necessity to introduce the data to our computer system) – an attestation issued by your local government on the payments made for using the permission to sell alcohol. Without the above documents we are not able to sell alcohol on a concession. Please note that according to Polish law, a bank payment confirmation does not constitute a document confirming payment done.

  The appropriate documents should be presented in the Customer Care Department.

• Who is entitled to the refund of the VAT from purchases made in Makro?
   
  

   

  All visitors residing out of the European Union are entitled to claim back the tax, if they spend PLN 200 or more in one shop in one day. 

   

  More details

• How can I claim refund of the VAT from purchases made in Makro?
   
  

  1. Shop where you see the Global Refund Tax Free Shopping sign and simply ask for your Global Refund Cheque.

  2.When leaving a country or the European Union, show your purchases, receipts and passport to customs officials and have your Global Refund Cheques export validated. 

  3. Collect your refund in cash at our nearby Cash Refund Office.

   Please remember:
  • The goods need to be exported within three months after the purchase month
  • The Global Refund Cheque must be cashed within four months after the purchase month

  
  More details: www.globalrefund.com

   

   

Makro Offer

• Why I do not receive a Makro newsletter?
   
  

  Makro customers receive newsletters presenting articles with promotional prices every two weeks. We discontinue sending the „Makro Offer” if a Customer does not make purchases in our stores for a longer period. A current newsletter is always accessible on our website.

• Can I give you my mailing address, to which your publicity offers will be sent?
   
  

  The Makro offer can be sent to the company address written of the registration form or to the address of the first cardholder. The Client (company, institution) will receive one copy of the offer on either of the mentioned addresses.

• How often is the Makro offer realeased ?
   
  

  The Makro offer is released every two weeks and is sent to the Makro Customer address.

Customer Gold Card

• What is Customer Gold Card?
   
  

  There is a special loyalty program dedicated to Makro Gold Customers. They profit from numerous advantages, such as:

  • Roofed, separate parking located by the entrance to the store;
  • Large shopping trolleys;
  • Trainings in the area of running the business;
  • Unlimited number of cards issued and persons making purchases;
  • Specially dedicated cash-points;
  • Integration meetings.

  To request more information on the Customer Gold Card, contact our Customer Care Department.

Kinds of Payments

• How is sale on prepayment performed in Makro?
   
  

  A confirmation of crediting the Makro Cash and Carry Polska S.A account with a prepayment is necessary to make purchase within the prepaid amount. The confirmation is received by the Accounting Department of the Store in which the prepayment sale will be finalized and then transferred to the Manager of the Cash-points Department with the information on the amount to which the customer can make purchases.

• What is a Multifunctional Makro Credit Card?
   
  

  Our new Multifunctional Makro Credit Card is a combination of a Makro Customer Card and a Credit Card of GE Money Bank, and as such it retains all the functions of the previous Makro Customer Card and additionally it enables you to:

  • Pay for your purchase in Makro cash-points - using a credit which is interest free for up to 54 days,
  • Purchase products on credit payable in equal monthly installments,
  • Withdraw cash from cash dispensers.

  
  Multifunctional Card is used in the same way as the previous Makro Customer Card: at the entrance and by the cash-point, while the cashier issues a selling document.
  
  Multifunctional Makro Credit Card can be obtained immediately – even on the day of placing the order and concluding a contract with GE Money Bank.
  You only need to go to the Makro Customer Care Department or to a stand of GE Money Bank in one of our stores.
  Your next purchase can be made independently of the amount of cash you have.
  
  For more detailed enquiries on credit cards call our call centre:
  +48 0 801 889 889* - from fixed phones
  +48 058 30 07 500 - from mobiles

Careers

• How to become a Makro employee?
   
  

  Our company is among the best employers operating on the Polish market. What characterizes us is a high corporate culture, modern system solutions, friendly atmosphere and dynamic actions.
  
  We offer the opportunity to gain experience and developing professionally not only in Makro stores across Poland but also in our Head Office.

  • In our Head Office in Warsaw in the following departments: trade, finances, logistics, operations, marketing, HR, administration.
  • In the stores in the following departments: sales, logistics, accountancy, technical, protection, checkouts and Customer Care, Customer Contacts.

  We think not only about our present employees but also about the future ones:

  • we cooperate with secondary and vocational schools to offer to students internships in our stores;
  • we are present at Career Fairs
  • we are co-organizer of the competition “Grasz o staż” ( Play for internship).

  
  Our employees are involved, creative, independent, ambitious in their aim to fulfill both their business and personal desires.
  
  For more enquiries on job opportunities in Makro please contact a chosen Makro store or the Makro Cash and Carry Head Office
  The telephone numbers can be found on the subsites of chosen stores.

Complaints, Returns and Warranty Repairs in Makro

• How can I lodge a complaint for a good purchased in Makro?
   
  

  You can lodge a complaint in any Makro store by going to the Complaints Department with the goods, a proof of purchase or a warranty card (if applicable).

• How can I return a good bought in Makro for warranty repairs?
   
  

  Customers returning goods purchased in Makro for warranty repairs, should contact the Complaints Department of their local Makro store. They should bring proof of purchase, a warranty card and the goods concerned. The complaint will be processed within the time appearing on the warranty card.

• What should I do, if the price of the goods on my receipt is different from the shelf price?
   
  

  If the price printed on a receipt is different from the price shown on the shelf, before leaving the store, you should bring the good and the proof of purchase to the Main Cashiers Desk or – after leaving the Makro store – to the Complaints Department. The overpaid sum will be returned to you.
  
  The assembly of used equipment takes place in the Customer Care Department in each Makro store. It is necessary to bring an original document (fiscal receipt, VAT invoice) proving the purchase in Makro of new equipment of the same kind.

• Does Makro accept goods returns?
   
  

  Makro accepts returns of goods that are:

  • Of full value
  • unused
  • in the original condition of packaging
  • on the basis of a sales document
  • with an unfilled warranty card ( if applicable)

  A return may be performed within:

  • 7 days from the date of purchase – in case of alimentary and chemical goods
  • 14 days from the date of purchase – in case of TV-sets and LCD and plasma screens
  • 90 days from the date of purchase – in case of other industrial goods

  Returns can be done in any Makro store in the Customer Care Department in the point of returns and complaints.
  
  In order to guarantee quality and safety we can not accept returns of the following goods:

  • fresh food requiring special storage conditions ( f.ex. diary, frozen food)
  • flowers, shrubs and other plants
  • underwear
  • computers and notebooks, GPS equipment
  • pre-recorded data carriers ( audio and video cassettes, CD, DVD, VCD records, computer programs)
  • books, magazines, albums, atlas and maps
  • reduced price goods – defective goods

  For more information and returns policy contact the Customer Care Department.

• Is it possible to make a complaint about goods purchased in Makro in any chosen store
   
  

  You can make a complaint about products purchased in Makro in any store on the basis of a proof of purchase ( fiscal receipt or a VAT invoice) and ( if applicable) a warranty card. The Point of Complaints of Goods is situated by the entrance of a store in the Customer Care Department and is open in the store opening hours, that is from Monday to Saturday from 5:00 a.m. to 10:00 p.m. and on Sundays from 8:00 a.m. to 8:00 p.m.

Exchange of the Used Electric and Electronic Equipment

• Can I bring my old equipment while purchasing in Makro a new washing machine or a TV-set?
   
  

  Yes. According to the Law from July 29th 2005 on the used electric and electronic equipment Makro Cash and Carry collects used equipment free of charge up to an amount which is not bigger than the amount of equipment of the same kind purchased in Makro. E.g. if a Customer buys a refrigerator in Makro, they may return their old refrigerator no matter what is its state, brand, age or place of purchase.

• Where can I return the used electric or electronic equipment?
   
  

  Collection of used equipment takes place in the Customer Care Department in each Makro store. It is necessary to present an original document ( fiscal receipt, VAT invoice) confirming the purchase of new equipment of the same kind in Makro.

• Who bears the costs of delivery of the used equipment?
   
  

  In case of delivery of new equipment to the Customer’s address, used equipment can be taken from the Customer’s headquarters and delivered to the Makro store free of charge. In other cases, Customer is obliged to deliver used equipment at their own cost and effort.