Appalling online after sales service

I received delivery of an online purchase on the 14th of March. I reported one of the items in the delivery, a 276L KIC fridge, as faulty to the Online Call Centre on Friday the 15th, one day after delivery was made. After being advised telephonically that I need to submit pictures of the faulty unit, along with a description of the fault/s via email, I did so at 13h30 the same afternoon. By 16h00 I still had not received any feedback on my email and requested an update via email and another phone call to the call centre. I was advised the agent working with my query was not available but would contact me. No contact was made but coincidentally I received an email stating my complaint had been received. On Sunday the 17th I received an email stating my pictures were not attached - clearly in contrast to the confirmation I received previously. I re-sent my email, also confirming I repacked the unit for return.

I contacted Makro on Monday the 18th for an update and again was advised my call would be returned. By Tuesday the 19th I had still not received any feedback from Makro and requested feedback from the agent facilitating my complaint, I received no joy.

I was eventually advised the unit in question is out of stock and the staff did not know when stock would be available again, or when my faulty unit would be collected. At the same time I was instructed not to use the unit, this white elephant currently taking up space in my kitchen which cannot be used. I was assured I would be contacted first the next morning with an update. I contacted the call centre at 11h00 on Wednesday and spoke to the agent, advising I am still waiting for the promised news. A very agitated agent advised me she will phone me when she has information. I was eventually contacted and told the unit is in stock and would be exchanged with the faulty unit I have. I could however not be told when this would be.

What is my complaint? If I did not contact Makro or follow up on my complaint, I did not receive any courtesy or factual feedback. Call centre agents do not keep to promises made and are not courteous towards customers. Communication is both lacking and lagging. I still do not know when the faulty unit taking up space in my kitchen will be replaced. I am not at home during the day and need to plan ahead for an exchange such as this. This cannot be done with no communication and aggressive customer agents.

I have always supported Makro with purchases however the current sour taste in my mouth will make me seriously reconsider all future purchases