Customer service is non existant

Warning* long post ahead

Dear Makro SA As a regular shopper in your stores I cannot tell you how disappointed I am in your customer service that I experienced on Friday ,a 2 hr ordeal that could of been resolved so quickly despite purchasing 2500.00 worth of stock just before .

I went to sort out a laptop I had purchased from you which I sent to your supplier to repair at your advice ( thank you Pinnacle Group for your outstanding service here ) The machine was faulty. They told me to come back to you to replace the unit worst case get a refund . From the word go I was denied a replacement despite the supplier suggesting I get one. Your staff were adamant about only doing a refund they didn’t even enquire if I’d be willing to pay in the differnece of a new model .. then I get told the money can not be credited to my card as it’s a debit card unlike every other major group , I am then Expected to leave your store with thousands of rands in cash on me !!!! So now poor customer service and sheer lack of concern for clients safety ! Your managers are condescending, rude and most unhelpful. I Get told you’ll do me a FAVOUR and do an eft by your one manager who never came near e again and this was a joke clearly because your office staff Then inform me you can’t as only head office can and I need a copy of my ID ,bank statement and some other forms . This was now an hour and half later after entering the returns section having missed one school lift... This was when your one and only decent staff member and financial manager Ismail karanie came in to help, he was the only one who actually could see my frustration and tried to get things resolved sadly he was even blocked . I eventually said give me the cash because I could not bear another moment in your store . He enquired why I hadn’t taken a replacement i explained how no one would allow me and off he took me to try and find one .. after calling your general buyer again for a mere 800.00 loss your company wouldnt try put a customer satisfaction first ad try change what I call an experience from hell. All I can say is YOU can thank Ismail Karanie for the fact you may my loose my 2*** rand business every two weeks .... He ensures my money was returned in full, that it was packed securely And had the decency to even walk me to car unpack my groceries and still whatsapp me after to apologise! I will never purchase an electronic item from you again, and I do not think I will renter your store again for a while . The saddest part is I have most probably written this down and wasted my time for it to not even be acknowledged by you . ( oh it’s reallly sad you set your fAcebook page up that the public can’t see your other customers posts In the visitors section clearly you have lots to hide )