Cracked Screen

The initial transaction was initiated on 3 September 2024 at Makro Crown Mine, and I was informed that I could collect the TV and soundbar on 4 September 2024, due to pending confirmation with RCS to release the stock. Upon arriving at the store, I was disappointed to learn from your salesperson, Sibusiso, that the TV, which had been ready the day before, had already been sold. I was then advised to take the display unit as there was no other stock available.

While I understand that inventory issues can arise, I was dissatisfied with how this process was handled. This time frame was one hour and 30 minutes which should have taken only a few minutes to conclude. The customer service was far from ideal, and what should have been a straightforward collection turned into an unnecessarily drawn-out and frustrating experience. After the display unit was tested in-store, they removed a Hisense 75 inch UHD TV from a box to insert the displayed TV which I have taken, this cracked process could have happened whilst the changeover was done. Considering the failed process from the onset this I believe is not the correct sales process to follow, however I settled for the display TV as the promotion was coming to an end. I took the TV home only to discover, upon setting it up, that the screen on the right-hand side was cracked. This issue was not immediately visible until the TV was switched on.

I escalated this matter to Basil, the store manager at Makro Crown Mines, however, was met with resistance rather than assistance. He stated that there was nothing further he could do and encouraged me to escalate the matter myself. This response was incredibly disappointing, given my loyal support of Makro, where I regularly purchase alcohol for my business on a weekly basis. These purchases can be tracked to identify my service to Makro.

I would like to understand how this situation aligns with your customer-centric values, especially as I felt that my concerns were dismissed rather than addressed. The service I received was not reflective of the level of care that I expect from Makro, and there was a clear lapse in customer service throughout the process