Fridge

Good Day

On the 23rd of May I purchased a fridge online from Makro Strubens Valley, on the 2nd of June the Fridge was delivered at my home . Upon the delivery of the fridge I discovered that the fridge is actually short and it's not something I like so decided to return the fridge to the store. On 3rd June 2020 I called the Makro National Customer service number-(***) and this was the start of my frustration with Makro. I logged the return and the consultant advised that an exchange can't be done they can only assist with a refund which I agreed to. On the 12 June 2020 I saw a fridge online with Makro so I called the customer service line asking if they were willing to exchange my fridge for the one I found online as it is the same price and I have not received my refund as yet, the consultant advised that this could be done, they then processed my request. They would collect the fridge I no longer wanted and drop off the new one. On the 16th I went to Makro Strubens Valley store and I was assisted by a sales consultant , who informed me that i needed to pay a R90 for the pickup of the incorrect fridge, I immediately paid this as I really am in need of a fridge. She asked if i will be available the following day( Wednesday,17th June 2020) to which I said I will be home to receive the delivery , I then made arrangements with work to take a day off so I can be home for the delivery and low and behold NO DELIVERY , no call to apologise absolutely no communication from them I wasted a full day waiting for nothing . The following day I called back to Makro customer service to complain and follow up, on this call the consultant advised that I should not have paid the R90.00, this fee is only applicable when the goods have been used and in this instance I have not used the fridge at all and the fridge will be delivered

On the 19th June I called back again to Makro and was advised that the fridge is out for dispatch the consultant then made arrangements for the fridge to be delivered by 4 pm Friday afternoon, and once again NO DELIVERY , NO CALL to make arrangements for delivery, no apology. At 3.30pm I called back again to follow-up on the delivery cause I received NO call to make arrangements , the consultant informed me that its out for dispatch but it will not be delivered Friday , she advised that delivery normally takes 3 days and they don’t deliver on a weekend . Monday(22 June ) came and went NO Delivery , no call . Today I called the customer service department and to my surprise the consultant advised me that the fridge was delivered. Here is my question to WHO? WHEN? I certainly did not receive any fridge . She advised that she will investigate and provide an update , and again NO UPDATE has been received

What frustrates me is that I am consistently calling, you always speak to a different consultant , once a promise is made they don’t deliver on that promise , no communication So at this stage I am sitting with the fridge I returned on the 3rd June, the refund and collection of the fridge was not processed . I have never in my life experienced such pathetic service.