A Full Month Later and Still No Collection or Refund!

Order Number: OD*** Date of Purchase: 18 December 2025 To whom it may concern, I am writing to express my deep dissatisfaction with the manner in which Makro has handled my return request for the luggage set purchased on 18 December 2025. The items were delivered on 23 December 2025, and on 24 December I logged a return request after discovering that one of the cases had broken during travel. Despite logging this return immediately and following all required steps, the item has still not been collected to date. Throughout January, I made numerous calls to the Makro call centre to follow up, and each time I was placed on hold or given reassurances with no actual progress. On 19 January 2026, your courier partner, Value Mart, contacted me to ask whether the collection had been completed. I informed them it had not. I received yet another call on 21 January with the same question and was told that there was a backlog due to the December holidays. I was again promised that collection would take place. On 22 January, I received an email from Makro stating that my return had been rejected. When I called on 23 January to understand the issue, I was told that the system had deleted my return request because it was open for too long. This is not only illogical but deeply concerning — how does a system delete an unresolved customer query? Especially at a retailer as large as Makro. At every stage, I have been proactive in following up. I did everything required from my side, yet the delay caused entirely by Makro and its service partners is now being placed on me, with the expectation that I log a new return request and effectively start the process all over again. This is completely unacceptable. A return and refund process should not take over a month, nor should the burden of follow-up and escalation fall solely on the customer. At this stage, I am no longer interested in receiving a replacement or continuing the drawn‑out return process. I request a full refund for this order without further delay. I have already invested enough time, money, and effort trying to resolve an issue that was caused by your systems and service failures. I look forward to your urgent resolution of this matter.

This is completely unacceptable and directly contradicts my rights under the Consumer Protection Act (CPA): Relevant CPA Rights Being Violated

Section 56(2) gives consumers the right to return defective goods within six months for a refund, replacement, or repair. Section 56(3) also states that the supplier must bear the costs of return and collection of defective goods. Section 54(1) entitles consumers to timely performance and completion of services. A month‑long delay and a system deleting an unresolved return clearly violates this. Section 55 guarantees the right to receive goods that are of good quality and free from defects. Section 48 prohibits unfair, unreasonable, or unjust business practices — which includes placing the burden of system failures on the consumer.

I comp**** with all your requirements, followed up continuously, and acted within my rights. The delays and system errors were caused by Makro, not me. I am no longer willing to restart the return process. Sincerely,