Bad online aftersales service and information

We bought a bike for my son using a friends online profile.

When we got the bike the bike was faulty. I phoned the customer care line number and was told that we have to take the bike to our closest branch.

We live in Plettenberg Bay hence the closest branch is in Port Elizabeth presenting a problem in itself. What’s the point of buying the product online and when there’s a problem with the product you have to arrange to get it to the closest branch.

We have a friend that travel between PE and Plett on a monthly basis so asked him to drop the bike at the PE branch. They replaced the bike and he sent the bike back to us yesterday.

And guess what….. This bike is also faulty!!!! Now what do you suppose I do now… Stay calm…. Be patient…. I do not think so…

Once again I phoned Makro Customer care and was told the following.

Because I took the bike to PE they can’t arrange for the pick up. I need to phone the PE branch and arrange with them for a pick up. So because the first person I spoke to said I need to take it to the branch Makro can’t collect the bike because we took it to the branch after they said I should. Where is the logic in that!!!???

Guess what PE said… They will escalate the problem to Online… Meantime I am the sucker out of pocket and without a bike for 2 months….