Item Supp**** difrent from item in Packaging received

Subject: Incorrect Item Supp**** - Complaint

Dear Customer Care,

I am writing to formally lodge a complaint regarding the incorrect item that was supp**** to me by MAKRO Store. On 14th July, I purchased a Maxdorf 50” 4K UHD LED TV (50DUD) from the MAKRO website. However, upon receiving the TV and inspecting the settings, it became apparent that the TV was not a 4K TV as advertised, but rather a normal UHD TV.

Immediately upon discovering this discrepancy, I contacted MAKRO's customer service department. The agent I spoke to instructed me to prepare the TV in its original packaging for pickup by couriers to be returned to MAKRO. Despite promptly following these instructions, it took an unexpectedly long 13 days for the TV to be picked up. This was very close to the 14-day return policy conditions, and it was only our persistent calls to the national MAKRO helpline that motivated the pickup.

Since 28th July, I have been attempting to get updates and resolution regarding the delivery of the correct 4K TV I initially ordered. However, despite numerous calls and emails, I have received no concrete answers or solutions from MAKRO. I have only been met with apologies and empty promises. Most concerning is the fact that on Sunday, 13th August, I received an email from MAKRO stating that they were still waiting for the Port Elizabeth store to confirm the return of the incorrect TV. Today is the 15th, and I have been informed that the said store does not have stock available.

I find it deeply frustrating that it has been a month since I made the purchase and paid for it using my credit card, incurring interest charges as a result. Furthermore, the continued lack of response and indifference displayed by your customer service representatives is highly disappointing. This entire ordeal is significantly impacting my business operations in a negative way.

It is evident that MAKRO has been selling products under false descriptions, as the box clearly indicates that it is a 4K TV, but the contents inside are a completely different and lesser product. This is misleading for customers and raises concerns about the integrity of your business practices.

As a loyal customer, I expect a swift resolution to this issue. I insist on either receiving the correct Maxdorf 50” 4K UHD LED TV as advertised or a different brand TV size 50" 4K UHD LED TV.

Moreover, I strongly recommend that MAKRO takes appropriate actions to rectify this situation to ensure such incidents do not occur in the future.

Thank you for your immediate attention to this matter. I hope for a prompt resolution with your utmost cooperation and understanding.

Yours sincerely,

Nelli Rich

Charles Rich Master Golf Club Fitter. +27 (0)***