1 reviews | Active since Sept 2013
Formal Complaint: Damaged TV Delivery and Lack of Response
To: Makro Online Customer Service & Samsung South Africa Urgent Complaint Regarding Damaged TV Delivery and Lack of Follow-Up
Dear Sir/Madam,
I am writing to formally lodge a complaint regarding the unacceptable experience I have had with Makro Online and Samsung South Africa concerning the purchase and delivery of a television.
- I purchased a TV online during November 2025. - Due to being away on holiday in December 2025, I only opened the box upon my return. - When switching on the TV, I discovered that the screen was damaged. - On 8 January 2026, I returned the TV to Makro Cape Gate. At that time, I was informed that Samsung South Africa would contact me regarding the matter. - To date, I have not received any call, email, or response from Samsung South Africa, nor has the issue been resolved.
This lack of communication and accountability is deeply disappointing. As a customer, I expect both Makro and Samsung South Africa to uphold their obligations regarding product quality and after-sales service.
I request the following actions without further delay: 1. Immediate acknowledgment of this complaint. 2. A clear resolution plan, including either a replacement TV or a full refund. 3. Written confirmation of the steps being taken and the expected timeline for resolution.
Failure to address this matter promptly will leave me with no choice but to escalate the complaint further, including lodging it with the Consumer Goods and Services Ombud (CGSO) and other relevant consumer protection authorities.
I trust that Makro and Samsung South Africa will treat this matter with the seriousness it deserves and provide a swift resolution.
Sincerely, Mr N Dayeni and Mrs N Dayeni *** or *** Customer Number: ***1
To: Makro Online Customer Service & Samsung South Africa
Subject: Urgent Complaint Regarding Damaged TV and Unjust Claim Rejection
Dear Sir/Madam,
I am extremely dissatisfied with the handling of my complaint regarding the damaged television purchased online from Makro in November 2025.
- The TV was only opened after my holiday in December 2025, and upon switching it on, I discovered the screen was damaged.
- On 8 January 2026, I returned the TV to Makro Cape Gate.
- I was informed that Samsung South Africa would contact me, but to date, I have received no communication or resolution.
- Makro has now claimed that the damage was caused by a “pressure thumb.” This explanation is vague, unsupported, and unreasonable. There is no evidence of who supposedly caused this damage, and it is unacceptable to shift responsibility onto the customer without proof.
It is important to note that:
- The TV was never used or watched.
- The damage was discovered immediately upon first use.
- As a consumer, I am entitled to receive a product that is fit for purpose and free of defects under the Consumer Protection Act (CPA).
I therefore demand the following:
1. Immediate replacement of the TV with a new, undamaged unit, OR
2. A full refund of the purchase price.
If this matter is not resolved promptly, I will escalate the complaint to the Consumer Goods and Services Ombud (CGSO) and other relevant consumer protection authorities.
I expect a written response within 7 business days confirming the resolution plan.
Sincerely,
Mr N & Mrs N Dayeni
*** or ***
[Order Reference Number]
To: Makro Online Customer Service & Samsung South Africa
Subject: Urgent Complaint Regarding Damaged TV and Unjust Claim Rejection
Dear Sir/Madam,
I am extremely dissatisfied with the handling of my complaint regarding the damaged television purchased online from Makro in November 2025.
- The TV was only opened after my holiday in December 2025, and upon switching it on, I discovered the screen was damaged.
- On 8 January 2026, I returned the TV to Makro Cape Gate.
- I was informed that Samsung South Africa would contact me, but to date, I have received no communication or resolution.
- Makro has now claimed that the damage was caused by a “pressure thumb.” This explanation is vague, unsupported, and unreasonable. There is no evidence of who supposedly caused this damage, and it is unacceptable to shift responsibility onto the customer without proof.
It is important to note that:
- The TV was never used or watched.
- The damage was discovered immediately upon first use.
- As a consumer, I am entitled to receive a product that is fit for purpose and free of defects under the Consumer Protection Act (CPA).
I therefore demand the following:
1. Immediate replacement of the TV with a new, undamaged unit, OR
2. A full refund of the purchase price.
If this matter is not resolved promptly, I will escalate the complaint to the Consumer Goods and Services Ombud (CGSO) and other relevant consumer protection authorities.
I expect a written response within 7 business days confirming the resolution plan.
Sincerely,
Mr N & Mrs N Dayeni
*** or ***
[Order Reference Number]
Please include the cost for the installation of the TV as I don't want any excuses from Makro again. I will proceed and lodge a complaint to CGSO.
Please include the cost for the installation of the TV as I don't want any excuses from Makro again. I will proceed and lodge a complaint to CGSO.