FALSE SALES

I trust you are all well.

I refer to the email below and to reference number 1RQKG.

I am requesting that a Massmart / Makro senior manager contact me urgently. At the very least, I expect a proper response to what has become an increasingly frustrating and unacceptable situation.

Please allow me to clearly outline the sequence of events:

In February 2025, I visited the Makro Centurion store and viewed the TROJAN Professional Smith machine, which was priced at R30,000 at the time. I spoke with the sales consultant in depth about what the unit includes and what it does not. I even spoke with a TROJAN installer who happened to be present, dismantling another unit. Both the sales consultant and the installer can confirm our discussions.

A critical point I raised — even at that early stage — was that I live 1,300 km away from the Centurion store. I was explicitly assured that delivery AND installation would be free of charge.

I then spent months preparing my building and flooring to accommodate the unit.

In early September 2025, once I was ready, I contacted the Makro Centurion team again. We discussed additional items I would require. I again asked very clearly:

Does the unit come with a bench? You know where I live — is delivery and installation still free as previously stated? Are you certain about this, considering the distance? I was repeatedly assured that everything was included in the updated price of R50,000. I accepted the price as I need the equipment for my personal health and fitness.

On 21 September 2025, after confirming all details, my son went to the store and paid in full, ensuring that everything was exactly as I had requested.

We then waited for stock to arrive — which was not a problem as I was still finishing other construction work. When the manufacturer finally contacted me to arrange installation, I was suddenly informed that delivery and installation are NOT free.

This directly contradicts everything Makro had promised.

After raising the issue with Makro, I received a “solution” involving what can only be described as creative accounting: a gift card used to offset installation costs, plus an additional R2,000. Despite this, I still had to pay for installation, and I must now provide accommodation for the installation team.

I then contacted the manufacturer to confirm whether the bench was included — something I was sold on multiple times. The answer: No, it is not included. Once again, Makro’s information was incorrect.

When I queried this again with Makro, the entire order was then cancelled and reprocessed through the Cape Gate branch to “include” the bench. However, more creative accounting followed, and suddenly my previously issued gift cards disappeared.

At this point, I am paying for:

A bench that I was originally told was included, Delivery and installation that I was assured would be free, Additional costs (like accommodation) that were never disclosed, and The consequences of Makro’s mistakes, misinformation, and shifting responsibility. Let me be very clear: I have worked in sales and marketing my entire life, from entry level to executive director positions. I fully understand stock issues, logistics, and systems. What I cannot accept is what appears to be deliberate avoidance of accountability through “creative accounting” and contradictory information.

What I need to know is this:

How is Makro taking responsibility for these errors, incorrect information, and misleading assurances? How will Makro ensure that I receive the free delivery I was promised? How will Makro correct the issue regarding the bench that was confirmed as included? And how will Makro ensure that I am not out of pocket due to mistakes made entirely on your side? I expect a clear, senior-level response and an immediate resolution.