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Nina L

1 reviews | Active since Jan 2020

12 Dec 2024, 10:32

Damaged Washing Machine Delivery and Ongoing Lack of Resolution

Damaged Washing Machine Delivery and Ongoing Lack of Resolution - Makro Refrence: ***

I am extremely disappointed with the poor service I have received from Makro regarding a damaged washing machine delivery. The washing machine was delivered to me on 22 November 2024. Upon discovering the damage, I logged a return request on Monday, 25 November 2024, through the online return system, including photos of the damaged item.

However, I received no feedback from Makro until I called them myself on 3 December 2024. During that call, I was inexplicably asked to resend the photos, even though they had already been submitted through the online return platform.

Since then, I have made several additional calls, including on 4 December, 6 December, and 12 December, only to be told repeatedly that my complaint was being escalated. Despite these assurances, no tangible progress or resolution has been provided.

This lack of responsiveness and accountability is unacceptable. I expect Makro to resolve this matter urgently by either replacing the damaged washing machine or providing a full refund. Furthermore, I urge Makro to improve its customer service processes to prevent such frustrating experiences for other customers in the future.

I look forward to an immediate response and a resolution to this matter.

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Replies (1)
NL
Nina L's update27 Jan 2025, 08:53
Reviewer Update
I am writing to express my continued dissatisfaction regarding the lack of resolution for the damaged washing machine I purchased online from Makro. Despite my repeated efforts to address this matter, I am still awaiting assistance.The washing machine was delivered to me on 22 November 2024. Upon discovering that it was damaged, I promptly logged a return request on 25 November 2024 via your online return system, attaching photos of the damaged item as required. Since then, I have made numerous calls to your customer service team, requesting that the item be collected and a refund issued, but I have not received any resolution or follow-up.It is now 10 weeks, and the lack of response is unacceptable. This extended delay has caused significant inconvenience, and I am disappointed by Makro’s failure to provide the necessary assistance despite your commitment to customer service.I kindly request that you prioritize this matter and arrange for the damaged washing machine to be collected as soon as possible. Additionally, I expect a full refund to be processed without any further delay. Please confirm the next steps and provide a timeline for resolution within 48 hours, failing which I will be left with no choice but to escalate this matter to the Consumer Protection Ombudsman.I trust that Makro will take immediate action to rectify this situation. You can reach me at *** or via email at ***.Thank you for your urgent attention to this matter.