BAD SERVICE FROM MAKRO

am writing to formally lodge a complaint against Makro Carnival Mall regarding a Bennett Red Superchef I purchased on December 29, 2025. I first attempted to use the product on January 17, 2026, only to find that it was merely heating and not cooking after 90 minutes.

I took the product back to Makro and spoke with the returns department, who then called the manager of Tevo. I was informed that I could not receive a refund as the 14-day period for returns had expired. Instead, I was told that the product had to be sent back for assessment. Two weeks later, I was called to collect the product, which was supposedly fixed with a new lid. Once home, I tried using it again, but this time it did not heat or cook at all.

I returned to Makro and expressed my desire for a refund, as I was no longer interested in the product. I was again told that the product would need to go back for assessment. Subsequently, a Tevo technician contacted me to confirm the issue and stated they would test the product. On Friday, I received an SMS to collect my product. Despite my clear indication that I wanted a refund, I reluctantly collected the product.

Upon returning home, I discovered the lid was filthy, there was no plug with the product, and the assessment note indicated the product was in fair condition. However, when I returned the product, it was brand new. This discrepancy is unacceptable, and I am left wondering why I was not refunded if the product was deemed to be in fair condition.

I am frustrated with this ongoing issue and the numerous trips I have made to Makro, wasting my time and petrol. I no longer have any interest in this product and demand a refund. I have also experienced empty promises from Khumalo, the manager of Tevo at Makro. As someone who works in an FMCG company and understands policy, I find this situation entirely unacceptable