Defective Samsung TV delivered and no refund from Makro

1. I placed an order for a Samsung Smart TV QLED 75 inches on 5 November 2025 for R14 000.00. The delivery was made the same day around midday and I was super impressed with the speed of delivery. I arrived home from work and unwrapped the TV and alas, it has a screen crack running at the bottom half of the screen. 2. On 6th November in the morning, I wrote to Makro to request that they replace the TV. Same day I received a response from Khanyisile Lwandle who said that this had been escalated and asked me to send some pictures for them to process my query. 3. 7th November 2025 I sent the photos of the TV and the packaging. The same person, Khanyisile Lwandle, responded and said "Kindly note that your query has been escalated to the relevant department for further assistance, and we will revert with feedback as soon as it becomes available." 4. Since then I have not heard back from Makro - I did call 4 times to try get the TV collected from my house and returned to Makro for a replacement. I realised that I was not getting the help I needed and called Makro back and told them that I wanted a refund - at least I can go buy at Takealot which has a better service or from a Samsung store. I was told to wait for 5 business days for the query to be processed. This is upsetting is that no collection of the TV was made and 5 business day has now come and passed as today is the 14th of November 2025. 5. On 12 November I wrote to Makro requesting that they resolve the matter and no response to date. If this was Takealot, I would have received urgent assistance considering the gravity of the matter. Remember that delivering a TV worth R14000 that is defective reflects badly on Makro. Makro should have checked the product before releasing it. This is being acerbated by a snailish and a painful process to try to get Makro to get things done. Makro's business process requires re-engineering. This is not on in this age of highly competitive online shopping space. It is becoming burdensome to be your customer. Imagine the anxiety of waiting for so many days and minimal action to come and collect the broken TV and remedy the situation. What is going on with this once lovely company?

I think its time for customers to gather together and get a class action against Makro.

Makro I need my money back. Come and collect this broken TV that you delivered