MAKRO - DISAPPOINTED & FRUSTRATED CUSTOMER!!!

On 17 February 2025, we purchased the following items from Makro Online.

2x HISENSE SMART TV UHD 4K 65A6N 65INCH 1x ULTRA LINK 32"-70" FULL MOTION MOUNT The order was delivered on 19 February 2025. Upon unboxing the televisions on 20 February 2025, we conducted our standard functionality checks prior to installation, as we have done with previous purchases (approximately 5–10 TVs over the years) from Makro.

Unfortunately, one of the TVs was found to be faulty upon inspection. We immediately repacked the unit and submitted a return request, which was logged under Reference Number ***xx.

Despite our prompt action, we only received a response weeks later via a phone call from a representative at Makro Carnival. During that call, we requested a pickup, but did not receive any further communication until 10 April 2025, when we posted a review on HelloPeter. This was responded to on 15 April 2025 by your social media team, and the damaged TV was finally collected on 17 April 2025.

Throughout this process, we attempted to communicate via email to establish a documented trail, as phone calls are not verifiable from our side. On 5 May 2025, we received a response via HelloPeter stating that the TV would be sent to the supplier for assessment. A subsequent phone call informed us that we might be charged for repairs, after which we received no further updates until 26 June 2025, when a representative named Precious contacted us requesting proof that the return was logged the day after delivery. We provided the requested documentation on 27 June 2025.

On Wednesday 30 July, we visited the store personally to try resolve. All the senior management were not available and in the boardroom. One of the online representatives tried to assist BUT then said we would need to buy a new TV and they may consider giving us a discount. When we found the exact TV on the floor, there was no stock of the unit, only a display one left.

Makro rep that assisted me said the manager would call me the next day...still waiting for the call almost a week later.

Furthermore, when the 2 TVs arrived at our premises about 15 kms from the store, they were not packed for transit upright and were carried at an angle in a small bakkie. Makro said they tested the TVs before leaving the store but obviously one of the 2 TVs didn't like the way it was transported.

Makro are not taking any responsibility for a faulty unit or their process that doesn't show a return receipt that was logged the next day. I doubt with the final purchasing decision that I have in our company if we will ever purchase electronics from Makro again.