Disappointing customer service regarding exchange of unused Bluetooth speaker

I recently purchased a Soundcore Bluetooth speaker from Makro Amanzimtoti for my mother's 93rd birthday, to be used with her JVC Smart TV to bring the sound closer to her since she is hard-of-hearing and bed-bound. Unfortunately, after opening and testing the speaker, I discovered that it was not compatible with the TV.

The speaker was not damaged, was repacked exactly as purchased, and was returned promptly, together with the receipt. I approached Makro in the hope of arranging a return, exchange, or even store credit. My request was refused because the speaker itself was not defective.

While I understand that the product may not be faulty and that Makro may be acting within the terms of the Consumer Protection Act, I was disappointed by the lack of flexibility shown in resolving the matter. A store credit or exchange would have gone a long way towards retaining me as a customer.

What disappointed me most was not the outcome itself, but the overall customer experience. As a long-standing shopper, I felt that there was little willingness to help find a practical solution.

As a result, I have decided to take my future business elsewhere.

I hope Makro will consider adopting a more customer-focused approach in situations where products are returned in as-new condition after a genuine compatibility issue.