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