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lauren L

1 reviews | Active since Jul 2016

15 Aug 2025, 10:22

8 Months of Makro Fridge Nightmares: A Saga of Faulty Appliances and Unacceptable Service

I am writing to express my profound dissatisfaction with Makro's handling of my online fridge purchase in August 2024. What should have been a simple transaction has devolved into an eight-month-long nightmare, leaving me without a functional fridge and thousands of rands out of pocket.

The initial Defy fridge was delivered scratched and dented, the 2nd fridge was faulty from the start, making a loud noise and not maintaining a stable temperature. After months of back and forth, a whole 3 technician visits in total, and endless frustration, the unit was finally deemed irreparable. In July 2025, I was given a "new" replacement fridge, which was also defective, in fact worse—the door seal didn't work and it couldn't close properly.

A dedicated trip to the store and two hours of my time led to an agreement for a refund. The faulty fridge was collected, but the problems continued. I was told the refund would take 7-10 working days, unless I drove to the store again 30 minutes away to get my money, a timeline that has since been stretched to a mind-boggling 3 weeks to date and a phone call this week to say its processed and will take 10 - 14 days to clear taking me to 5 weeks with no fridge and no refund. Despite providing all the required documents and countless phone calls, I have yet to receive my money. Makro's latest update that the refund "has been processed" but will take another 10-14 days is simply unacceptable.

As a single mother, this situation has been emotionally and financially devastating. I have incurred significant costs from spoiled groceries, and the constant stress has taken a heavy toll. I have had to shop for fresh food every other day for months because I don't have a working fridge. I've now escalated this to the CPA, but Makro's lack of urgency and empathy is appalling. This is not just about a faulty fridge; it's about a complete breakdown of customer service and a disregard for my well-being.

I demand an immediate resolution to this matter and an offer for consequential damages, including the full refund owed to me, and an explanation for this prolonged and negligent process.

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Replies (6)
lL
lauren L's update18 Aug 2025, 14:28
Reviewer Update
Not seriously enough, another week gone by. Yes, yes, yes, you have been telling me the same bs for 8 months now, even the Ombudsman and NCC have investigated and all you do is lie to them and me and make empty promises. The amount of time and money this has cost me I should be billing you for my time. You should really take a look at your business I know at least 5 people personally that have experienced the same thing. And here we go, yet another week goes by. No phone calls, no updates, no refunds NOTHING - Unbelievable!!!!!!!!!!!!!!!!!!!!!!! What I deserve is double my refund or at least an upgrade or something for how much this has cost me or compensation for the thousands of rands of spoiled food I have had to throw away, when there are starving people in the world, nevermind just my money back.
lL
lauren L's update20 Aug 2025, 08:29
Reviewer Update
Still have not received a phone call or email or any correspondence. Today is 4 weeks I have no fridge and no refund and am substantially out of pocket from spoiled food, airtime chasing you, driving to the store and countless hours of my time trying to resolve this with no response from you!!!!!!!!!!!!!!!!!!!!!
lL
lauren L's update20 Aug 2025, 11:22
Reviewer Update
OMG It is 4 weeks already, last week I got a call telling me that my refund has been processed and 1 time before that, and each time I am told that it will take 7 - 14 working days. THIS IS UNACCEPTABLE, so that means another 2 weeks, leaving me for 6 WEEKS without a fridge or refund, each week you say the same thing and it never happens, I want my MONEY NOW! Is this a copy paste auto response. You people are truly useless!
lL
lauren L's update21 Aug 2025, 13:12
Reviewer Update
I have received nothing, so send the Proof of Payment. Your finance is lying and useless. I shared my proof of bank account and ID 4 weeks ago, the incompetence truly amazes me.
lL
lauren L's update22 Aug 2025, 12:32
Reviewer Update
This is actually simply *****, manual or not every bank in the world provides a proof of payment. The only 'proof' and consistency here are your lies. I run a business, a proof of payment is a standard document. The funds are still not there.
lL
lauren L's update27 Aug 2025, 09:20
Reviewer Update
And here we are, another week later. This makes 5 weeks with no fridge and no refund. How is it that you can be so *********** and not listen. There are no funds at my bank. Your customer center contacted me for a change and I once again for the umpteenth time explained that they put the money back to the insurance card I paid with which is NOT a bank account and doesn't work, the week that my fridge was collected, for this reason Ethan asked for a certificate from my bank as proof of my account with my ID and yet they continue to do the same thing Over, and over and over expecting a different result, which is the definition of INSANITY. Wandile called last week also with promises to assist me, agreeing with me on how pathetic and *********** you people are and promised a call back with a resolution Monday - It's WEDNESDAY! Still NOTHING. You know there are many people who would appreciate a job and work hard at it and yet you people continue to play dumb and basically commit *****. You have my fridge, you have my money, nobody ever follows through its bullsh*t