Disappointing service received at Makro Crown Mines

Bought a compact desk unit yesterday at Makro Crowns as my daughter returned to school today and needs it for homework purposes. We paid someone to assist us with transporting it as Makro's delivery fee is ridiculous. When we returned home and unwrapped the unit, the section inside the cupboard doors was completely damaged. The steel was bent.

I called the branch this morning at 8:30 and whoever was operating the switchboard could not transfer me to the correct department. I escalated the matter via the customer care service department. Michael called me from the branch and stated that either Basil or Victor would call me in an hour. 2 hours went by and no one called. I eventually called the branch again and got hold of Victor.

Victor Job, the salesman at the branch who assisted us and he stated that we will have to return it and they will give us a new unit. When I asked if they can collect it and drop off a new unit, he stated that it cannot be done as Makro did not initially deliver it. So that means we have to pay someone again to assist us with transporting the unit? He stated that this is how they receive it from the manufacturer, so why isn't the stock checked before selling it to a customer?

My husband contacted the department manager, Basil and he was absolutely abrupt and kept cutting him off. He stated that it's either we return it and he will give us R250 back or we can wait until next week Monday when they will be available to collect it and deliver a new unit. As if R250 will cover 4 trips to and from the branch. Next week Monday when my daughter needs a desk as in now? The store was at fault but the customer is given an ultimatum.

If I knew that this was the service we were going to receive, I wouldn't have bought the unit in the first place.

Extremely disappointed with the service received at Makro Crown Mines.