Extremely Bad Customer Service

Good day,

I would like to express my disappointment and lack of customer service that i have recieved.

In December 2019 i received a Hisense Microwave as a christmas present and in the beginning of August 2020 the microwave just stopped heating up anything.

I then took the microwave to Makro Cape Gate and informed them of the problem and that i would like a refund voucher. The staff memeber that helped me informed me that the product would need to be sent to the Hisense to be assessed (not repaired) then Hisense would inform Makro to give the refund. This was on the 5th August 2020.

I did not hear anything from Makro for 2 weeks so decided to go and find out as letting the customer know what is happening does not seem to be important. I asked what was the status on my refund was and i was told the microwave was sent to the supplier, i asked when, the staff member could not tell when. All i want is a refund. No update sent to tell me the microwave was at the supplier.

I asked to see the manager cause i could not get a proper answer (other than i dont know) from the staff member. The manager (Althea) then appeared after 20-30min. I then asked her what the hold up was and what the status was on the micro, she then informed me that Hisense products don't go to the supplier, Hisense comes to Makro to assess the products. So the microwave that i returned on the 5th August has just been sitting in an office forgotten about (as i heard the staff member say it's sitting there with papers ontop of it) and the job card on the pc says it was sent to the supplier. I am being **** to and that is disgusting coming from Makro. The manager then asked the staff member why she told me the micro was sent to the supplier and she could not say anything expect for 'i dont know' thats unexceptable. The manager then informed me that they would be there tomorrow being the 21st of August and she would call me to let me know. I did not recieve any call the next day as yet again it was forgotten about, nothing was taken seriously and no regard that i have to drive out there to find out what is happening because they dont have the decency to contact me.

Then the following week Tuesday i went back to find out what is happening, i asked to see Althea. The staff member informed while waiting yet again for the manager that the product needs to be sent to the supplier. So first the product needs to be sent to the suppier then the product is at the supplier then the product is in the office still waiting for Hisense to come see it now it must be sent to the supplier again. So i informed him that Hisense products dont go to Hisense according the manager and that Hisense comes to Makro. He looked shocked like he didn't know. He said the job card on the PC said that the product must go to Hisense, so no one bothered to update the job card on the pc since the last time i was there. Jobs aren't being done properly and i have to constantly go in so something may get done about it, that unacceptable I'm the customer, i shouldnt be the one reminding them that the product is just sitting there and to to do their job. He then left again going to call the manager and she did not want to come see me, she told the staff member to tell me that Hisense was going to come out this week (wednesday/thursday) and that by latest Monday i would recieve the sms to say the refund is confirmed.

We went there today again cause yet again no contact has been made from Makro about the update of the micro. Asked to see Althea and she told us that the Hisense guy is sick and didnt come out. So what happened in the previous weeks? and you cannot say that if a Hisense guy is sick that they do not send a standing guy for him. There has been no contact to Hisense informing them of the product that is there waiting to be assessed. I called Hisense myself to find out what is happening and that they have no knowledge on the product and asked me for service number in which Makro needs to obtain by informing Hisense of the product so that they can send someone to have a look. The manger said she would call Hisense to find out when they would send someone out WHY has this not been done before? The product is just sitting there and no one gives a care in the world about it. The manager only then decided to try call Hisense after we must come and find out what is happening.

I'm getting highly annoyed and tired of constantly going to find out what is happening only to find out nothing is being done and no one is making an effort to get Hisense to come look at the product or inform Hisense that there is a product that needs to be assessed. I just want a refund voucher so i can buy a new micro.

Makro you have lost about 5 customers due to this bad customer service.