HORRIBLE ONLINE PURCHASE EXPERIENCE

Dear Makro, I have never experienced such shocking and *********** service in my life.

On 22/04/2026, I purchased a silver laptop from Makro Online as part of an online-only special. I received the laptop on 24/04/2026 and, after struggling extensively with it, discovered that the device was faulty. I immediately logged a return the same day.

On 25/04/2026, I contacted Makro to ask whether I could personally return the laptop to a store, as I wanted to demonstrate the fault and was concerned that the courier might damage the item in transit. I was explicitly told by a Makro consultant that store returns were not allowed because the item came from a third-party seller. I was assured that even if courier damage occurred, I would still be refunded because the fault had already been logged. I was also informed that laptops are refunded only, not exchanged.

The very next day, I received feedback that my refund had been rejected because the third-party seller allegedly found nothing wrong with the laptop. The “proof” they provided was a video of a completely different BLACK laptop — not my SILVER laptop. They simply switched the device on and claimed there was no issue. To make matters worse, the black laptop they sent back to me has lower RAM and SSD specifications than the one I purchased.

Since then, I have phoned, emailed, and contacted Makro on WhatsApp repeatedly without receiving any real assistance. I am constantly promised that someone will contact me, yet nobody ever does. I have submitted photos and all requested information, but I am still being ignored.

I paid R12,199 for this laptop. This is a substantial amount of money, and the way this matter has been handled is completely unacceptable. At this point, it feels like outright *****. Makro is allowing third-party sellers to operate dishonestly while customers are left without support or protection.

I am beyond frustrated and deeply disappointed. My refund is still unresolved, and every delay appears to be another attempt to avoid accountability. I demand that someone from management who is actually capable of resolving this matter contact me urgently, because I am tired of dealing with *********** service and empty promises.