Bad customer service at Makro

On the 22 February 2019 I bought a Genesis Power Steam Iron (Verimark product) with a 2 year warranty from Makro Centurion.

On or about the 14/11/2019 the iron could not be used because it was not heating properly. I handed in the iron at Makro and was refused a refund or exchange. Makro sent the iron to their supplier for repairs. I had to buy another iron to use while awaiting the repairs, and bought a Russell Hobbs from Makro the same day.

On 21/11/2019 I received a SMS from Makro that the Genesis iron was ready for collection. I picked it up a few days later. I did not use the iron immediately as I carried on using the Russell Hobbs that I had bought on 14th November.

On or about the 17/12/2019 I tried to use the Genesis iron but realized it could not be used as it was now only getting extremely hot and would burn the clothing. I took the Genesis iron back to Makro and once again asked for a refund as I did not need the iron since I had already bought the Russell Hobbs iron. I was told they cannot refund as it needed to go back to the supplier for repair again. A supervisor was called to explain to me that they cannot give a refund. She said they will send back to the supplier and request an approval for a refund.

On 9/1/2020 Received SMS that item ready for collection

On 15/1/2020 I went to Makro in the hope that I will get a refund as requested. I was told that the iron was repaired and I needed to take it. A Verimark consultant (Cameron Makuado) was called to speak to me to explain why they cannot refund or exchange. He treated me as though I was an imbecile, explaining how an iron needs to be used etc. I told him I have had many steam irons and knew how the iron works and did not need him to explain. He said that the iron was repaired and will not be a problem. He said that the iron will have to be repaired 3 times before they consider a refund or exchange. After much arguing I realised that he was not going to listen to me and I just took the iron and left.

On 16/1/2020 I tested the iron. When switched on it became very hot and was catching on to the pillow slip I used as I did not want to damage our clothes. It is also now leaking water continuously when switched on.

My understanding is that Makro should take responsibility for the defective iron but their attitude is simply to refer it to their supplier, and I, the customer must just wait. Also, the iron has a 2 year warranty, but I have been forced to buy another iron and I currently sit with a useless Genesis iron for which I must run around because Makro and their supplier think they may repair as many times as they wish, notwithstanding the extra expense and inconvenience to me.

I have been dealing with Makro for over 30 years and from this kind of treatment I can understand why Massmart is losing credibility. I just wish that Makro would refund me and I do not have to deal with them or with Verimark ever again.