Makro Cape Gate: Terrible Customer Service

Good day

I purchased a Samsung microwave at Makro in October 2018. However, I only started using it at the end of March, as that's when my wife and I moved into our place. 3 days after use, it had an issue (wasn't heating up). I took it to Makro Cape Gate, where I purchased it, well aware that I was outside the refund/exchange policy and happy to have it sent for repairs. I booked the microwave in to be sent to and repaired by Samsung. Three weeks later, with no update/response from Makro as yet, I happened to be at the store. I decided to check with customer returns as I couldn't get through to them via telephone. The lady who assisted advised that she's going to fetch the microwave. She brought it to us, asked us to sign with no additional info. I asked "Is it fixed?" to which she merely responded "Yes."

When we got home, the microwave still had the same issue. Highly annoyed, I went back to Makro the following day and respectfully relayed my frustration. The same lady from the previous day advised she would have to send it in again. I was not impressed as it's already been 3 weeks and by chance I followed up on the repair and now it's still not sorted. She then advised that it would be quicker if I took it in myself. Disgusted by this customer service, I just took the microwave and left.

I went to Samsung repairs in Parow, where I received excellent service, however the lady showed me on an official assessment report that Makro merely instructed them to perform an assessment on the microwave. This means they deliberately sent me home with an unfixed microwave. I decided to have it fixed by Samsung. 2 days later, all sorted.

I'm completely disgusted by Makro Cape Gate's customer service. Wasted my time, my money, fuel and caused a huge inconvenience, for a microwave! No follow up was ever performed, no feedback survey, nothing. It's safe to say I'll find an alternative store when shopping for appliances.