Bad Products & Pathetic Service

Good day.

I would like to log a formal complaint against Makro as a company as well as the employee I was speaking to over the phone now.

I unfortunately don't have the employees name, but I just got off the call with her today. I called the number ***at 12:53pm. The agent that I got through to was rude and the service she offered was pathetic. Please check who the employee was and make sure relevant action is taken against her.

My complaint against Makro is the following: I made an online purchase, which I received on 11 August 2026. It was the an Electric Toothbrush (Order Number: OD***) and an Electric 2 Plate Spiral Stove (Order Number: OD***). The products are already not working properly and I've had to log a return because of this. I then got an e-mail stating if the items have been used within 14 days, you will not refund me. When I addressed this with your pathetic agent, she rudely told me that the broken items will just be returned to me. She also put me on hold for so long on 2 separate occassions that I ran out of air time and the call dropped because of this. She would have my contact details because all my details are on your system, yet she hasn't even had the decency to call me back because I am wanting to speak to a manager.

Now my question regarding your return policy is this: If I buy a toothbrush, am I suppose to wait 14 days before using it? And if I buy a 2 plate stove am I suppose to wait 14 days before using it? It makes no logical sense for you to disregard my return for the items. I would obviously be using them as soon as I got them. Whether I used your products the day I got them, or for some strange reason decided to wait 14 days before using the products for the first time, a broken product is a broken product irrespective of when I use it for the first time.

If you don't want to give me a refund then so be it, but atleast have the decency to repair the damaged products and return them to me. According to the useless agent I spoke, all that you will be doing is looking at when I received the item and returning them back to me broken simply because they have been used.

My son was using the electric toothbrush and the way it malfunctioned would have cause an injury in his mouth.