Makro Cornubia-Faulty Iron, Faulty Customer Service

I bought a Kenwood iron at Makro Cornubia on 26 December 2025.

The iron has only been used twice since purchase. From the very first use, on a medium heat setting, the soleplate stuck to clothing. I initially assumed this might be due to residue as the iron was new. However, on the second use, again on the same setting, the iron emitted a strong burning smell, forcing me to reduce the heat further. This is clearly unacceptable for a new appliance and indicates a defect.

Today I sent my husband to Makro Cornubia to exchange the faulty iron for a different brand (Russell Hobbs). He was assisted by Ms Nokubongo Bhengu in the repairs/exchange department. I was eventually asked to speak to her telephonically. During this call, Ms Bhengu was rude and dismissive. I explained that the iron was purchased on 26 December and that I wished to exchange it due to the fault.

She informed me that the iron would have to be sent to a technician for assessment and that I would be contacted at a later stage. When I asked what I was expected to use in the meantime, her response was that she “didn’t know” and that she “couldn’t help.” No attempt was made to offer a temporary solution or show any understanding of the inconvenience caused.

I then contacted the store directly and spoke to a manager, who merely reiterated store policies without addressing the poor service or offering a reasonable resolution.

A few years ago I returned an iron to Checkers, without any difficulty when faults were present shortly after purchase. The lack of flexibility, empathy, and basic customer care at Makro Cornubia has left a very bitter taste. I am extremely disappointed that a large retailer places so little value on customer service and customer satisfaction.

I respectfully request:

An immediate replacement or exchange of the faulty iron, or a refund; and

Feedback regarding the conduct of the staff member involved and how this situation will be addressed to prevent similar experiences for other customers.

I look forward to your urgent response and a resolution to this matter.