makro bad service by management

I am totally taken aback by Makro management eho refuse to refund my grandfather. He bought a trimmet and only started using it this side of the year and the 1st time he used the cord spun out which is very dangerous. He could have lost a leg or gotten hurt very badly. After me logging a complainy on hello peter last week management have just informed him that there is nothing they can do. Shame on you Mbali rep**** days after i lohged the complaint and someone by the name of bongi called and asked him to come to makro silverlakes. He did that and they said they cant help him. Trim tech must refund him. He bought the dn thing at makro. Are the managers not trained to use their discretion and refund this pensioner. Pathetic is a total understatemeny. Makro your service to a customer who spends more than 3-5k in your store per month.