KE
Kerazal E
1 reviews | Active since Apr 2026
12 Apr 2026, 12:04
Makro Ignoring Instructions & Delaying Refund for Faulty Washing Machine I
I am extremely frustrated with the way Makro has handled my complaint regarding a faulty washing machine. This matter has been ongoing since 2 February, and despite numerous emails, escalations, and even involving the Consumer Goods and Services Ombud, there is still no resolution. The washing machine is less than a year old and has developed a fault, which I have clearly stated is a latent defect. I have repeatedly informed Makro that I do not want a repair and will not keep the appliance. I have requested collection and a full refund in line with my consumer rights. Instead, Makro continues to push a service call process, completely ignoring my instructions. To make matters worse, they are now claiming they tried to contact me on a number ***) which was only ever used for a WhatsApp query two months ago. NOT ONCE has that number been used for calls. All correspondence with Makro, their management (including Pat Naidoo), the Ombud, and HelloPeter has my correct number: ***. This clearly shows a lack of attention, poor communication, and ongoing delays in resolving a very straightforward issue. I have now escalated this matter to the Consumer Goods and Services Ombud and will be pursuing it further if necessary. Makro needs to take accountability, follow proper communication, and resolve this matter by arranging collection of the faulty appliance and issuing a full refund. This level of service is unacceptable.
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Replies (3)KE
Kerazal E's updateReviewer Update
15 Apr 2026, 10:49Title: Makro Passing Responsibility & Ignoring Clear Instructions – Ongoing Refund Issue
I am extremely dissatisfied with Makro’s handling of my complaint regarding a faulty washing machine.
This issue has been ongoing since 2 February, yet there is still no resolution. The appliance is less than one year old and has developed a fault, which I have clearly stated is a latent defect. I have repeatedly requested collection of the machine and a full refund.
Instead of resolving the issue, Makro continues to push a repair process which I have clearly refused multiple times.
What is even more concerning is that Makro is now passing responsibility to Samsung, the supplier. I have been contacted directly by Samsung technicians and representatives, who have confirmed that they can only assist with repairs and have referred me back to Makro.
This is completely unacceptable.
My contract is with Makro, and I paid Makro. I should not be dealing with the supplier directly. This clearly shows a lack of coordination, accountability, and proper complaint handling.
Additionally, Makro has failed to follow basic communication instructions, repeatedly attempting to contact me on incorrect numbers despite being provided with the correct contact details multiple times.
This matter has now been escalated to the Consumer Goods and Services Ombud, and I will continue to pursue it until it is resolved.
Makro needs to take responsibility, stop delaying, and arrange collection of the faulty appliance with a full refund.
This level of service is unacceptable.
I am extremely dissatisfied with Makro’s handling of my complaint regarding a faulty washing machine.
This issue has been ongoing since 2 February, yet there is still no resolution. The appliance is less than one year old and has developed a fault, which I have clearly stated is a latent defect. I have repeatedly requested collection of the machine and a full refund.
Instead of resolving the issue, Makro continues to push a repair process which I have clearly refused multiple times.
What is even more concerning is that Makro is now passing responsibility to Samsung, the supplier. I have been contacted directly by Samsung technicians and representatives, who have confirmed that they can only assist with repairs and have referred me back to Makro.
This is completely unacceptable.
My contract is with Makro, and I paid Makro. I should not be dealing with the supplier directly. This clearly shows a lack of coordination, accountability, and proper complaint handling.
Additionally, Makro has failed to follow basic communication instructions, repeatedly attempting to contact me on incorrect numbers despite being provided with the correct contact details multiple times.
This matter has now been escalated to the Consumer Goods and Services Ombud, and I will continue to pursue it until it is resolved.
Makro needs to take responsibility, stop delaying, and arrange collection of the faulty appliance with a full refund.
This level of service is unacceptable.
KE
Kerazal E's update15 Apr 2026, 10:49
Reviewer Update
Title: Makro Passing Responsibility & Ignoring Clear Instructions – Ongoing Refund Issue
I am extremely dissatisfied with Makro’s handling of my complaint regarding a faulty washing machine.
This issue has been ongoing since 2 February, yet there is still no resolution. The appliance is less than one year old and has developed a fault, which I have clearly stated is a latent defect. I have repeatedly requested collection of the machine and a full refund.
Instead of resolving the issue, Makro continues to push a repair process which I have clearly refused multiple times.
What is even more concerning is that Makro is now passing responsibility to Samsung, the supplier. I have been contacted directly by Samsung technicians and representatives, who have confirmed that they can only assist with repairs and have referred me back to Makro.
This is completely unacceptable.
My contract is with Makro, and I paid Makro. I should not be dealing with the supplier directly. This clearly shows a lack of coordination, accountability, and proper complaint handling.
Additionally, Makro has failed to follow basic communication instructions, repeatedly attempting to contact me on incorrect numbers despite being provided with the correct contact details multiple times.
This matter has now been escalated to the Consumer Goods and Services Ombud, and I will continue to pursue it until it is resolved.
Makro needs to take responsibility, stop delaying, and arrange collection of the faulty appliance with a full refund.
This level of service is unacceptable.
I am extremely dissatisfied with Makro’s handling of my complaint regarding a faulty washing machine.
This issue has been ongoing since 2 February, yet there is still no resolution. The appliance is less than one year old and has developed a fault, which I have clearly stated is a latent defect. I have repeatedly requested collection of the machine and a full refund.
Instead of resolving the issue, Makro continues to push a repair process which I have clearly refused multiple times.
What is even more concerning is that Makro is now passing responsibility to Samsung, the supplier. I have been contacted directly by Samsung technicians and representatives, who have confirmed that they can only assist with repairs and have referred me back to Makro.
This is completely unacceptable.
My contract is with Makro, and I paid Makro. I should not be dealing with the supplier directly. This clearly shows a lack of coordination, accountability, and proper complaint handling.
Additionally, Makro has failed to follow basic communication instructions, repeatedly attempting to contact me on incorrect numbers despite being provided with the correct contact details multiple times.
This matter has now been escalated to the Consumer Goods and Services Ombud, and I will continue to pursue it until it is resolved.
Makro needs to take responsibility, stop delaying, and arrange collection of the faulty appliance with a full refund.
This level of service is unacceptable.
KE
Kerazal E's updateReviewer Update
19 Apr 2026, 03:07Thank you for your response.
However, I do not agree with your position.
My purchase and agreement was with Makro, not the supplier. Therefore, Makro remains fully responsible for resolving this matter. I should not be required to rely on the supplier’s decision in order to receive a refund.
The washing machine is less than one year old and has already developed a fault under normal household use. We are a household of three, and the appliance was not used excessively. It is still in excellent physical condition, with no damage or misuse.
This matter has now been ongoing from 2 February 2026 to date — over two months — with no resolution.
Despite this, Makro continues to insist on a repair process, which I have clearly refused. I have rejected the appliance due to a defect and do not wish to retain it in any form.
Your statement that a refund can only be authorised by the supplier if the item cannot be repaired is noted, but this does not override my consumer rights. A product of this nature is expected to be durable, and failure within such a short period is not reasonable.
In addition, the ongoing delays have caused real hardship. Due to the lack of resolution, we have been forced to wash clothes by hand, which has negatively impacted both myself and my partner, who suffer from back-related conditions.
This matter has already been escalated to the Consumer Goods and Services Ombud, and I will continue to pursue it.
I am again requesting:
• Collection of the faulty washing machine
• A full refund
I expect Makro to take responsibility and resolve this matter without further delay.
However, I do not agree with your position.
My purchase and agreement was with Makro, not the supplier. Therefore, Makro remains fully responsible for resolving this matter. I should not be required to rely on the supplier’s decision in order to receive a refund.
The washing machine is less than one year old and has already developed a fault under normal household use. We are a household of three, and the appliance was not used excessively. It is still in excellent physical condition, with no damage or misuse.
This matter has now been ongoing from 2 February 2026 to date — over two months — with no resolution.
Despite this, Makro continues to insist on a repair process, which I have clearly refused. I have rejected the appliance due to a defect and do not wish to retain it in any form.
Your statement that a refund can only be authorised by the supplier if the item cannot be repaired is noted, but this does not override my consumer rights. A product of this nature is expected to be durable, and failure within such a short period is not reasonable.
In addition, the ongoing delays have caused real hardship. Due to the lack of resolution, we have been forced to wash clothes by hand, which has negatively impacted both myself and my partner, who suffer from back-related conditions.
This matter has already been escalated to the Consumer Goods and Services Ombud, and I will continue to pursue it.
I am again requesting:
• Collection of the faulty washing machine
• A full refund
I expect Makro to take responsibility and resolve this matter without further delay.
KE
Kerazal E's update19 Apr 2026, 03:07
Reviewer Update
Thank you for your response.
However, I do not agree with your position.
My purchase and agreement was with Makro, not the supplier. Therefore, Makro remains fully responsible for resolving this matter. I should not be required to rely on the supplier’s decision in order to receive a refund.
The washing machine is less than one year old and has already developed a fault under normal household use. We are a household of three, and the appliance was not used excessively. It is still in excellent physical condition, with no damage or misuse.
This matter has now been ongoing from 2 February 2026 to date — over two months — with no resolution.
Despite this, Makro continues to insist on a repair process, which I have clearly refused. I have rejected the appliance due to a defect and do not wish to retain it in any form.
Your statement that a refund can only be authorised by the supplier if the item cannot be repaired is noted, but this does not override my consumer rights. A product of this nature is expected to be durable, and failure within such a short period is not reasonable.
In addition, the ongoing delays have caused real hardship. Due to the lack of resolution, we have been forced to wash clothes by hand, which has negatively impacted both myself and my partner, who suffer from back-related conditions.
This matter has already been escalated to the Consumer Goods and Services Ombud, and I will continue to pursue it.
I am again requesting:
• Collection of the faulty washing machine
• A full refund
I expect Makro to take responsibility and resolve this matter without further delay.
However, I do not agree with your position.
My purchase and agreement was with Makro, not the supplier. Therefore, Makro remains fully responsible for resolving this matter. I should not be required to rely on the supplier’s decision in order to receive a refund.
The washing machine is less than one year old and has already developed a fault under normal household use. We are a household of three, and the appliance was not used excessively. It is still in excellent physical condition, with no damage or misuse.
This matter has now been ongoing from 2 February 2026 to date — over two months — with no resolution.
Despite this, Makro continues to insist on a repair process, which I have clearly refused. I have rejected the appliance due to a defect and do not wish to retain it in any form.
Your statement that a refund can only be authorised by the supplier if the item cannot be repaired is noted, but this does not override my consumer rights. A product of this nature is expected to be durable, and failure within such a short period is not reasonable.
In addition, the ongoing delays have caused real hardship. Due to the lack of resolution, we have been forced to wash clothes by hand, which has negatively impacted both myself and my partner, who suffer from back-related conditions.
This matter has already been escalated to the Consumer Goods and Services Ombud, and I will continue to pursue it.
I am again requesting:
• Collection of the faulty washing machine
• A full refund
I expect Makro to take responsibility and resolve this matter without further delay.
KE
Kerazal E's updateReviewer Update
20 Apr 2026, 17:06Your response still fails to address a very simple and important point:
Why am I, as the consumer, expected to carry the loss for a defective appliance that has failed in less than a year?
I paid Makro for a functional product. I did not enter into any agreement with the supplier, nor should I be expected to navigate or rely on the supplier’s internal processes in order to be assisted.
The position that a refund is dependent on the supplier’s outcome effectively shifts the risk onto me, which is not acceptable.
This is not a case of general wear and tear or misuse. The machine failed under normal household use within an unreasonably short period of time. A product of this nature is expected to last far longer, and its early failure points to a defect or lack of durability.
In addition, this matter has now been ongoing for over two months without resolution. During this time, I have been left without a working appliance and have had to manage under difficult circumstances, while Makro continues to delay and defer responsibility.
At this point, the issue is no longer just the machine — it is the lack of accountability and the unreasonable process being imposed on me as the consumer.
I will not accept a situation where I am forced to keep or repair a product that has already failed prematurely.
If Makro maintains this position, I will have no option but to pursue this matter further through the appropriate legal channels in addition to the ongoing Ombud process.
I again request a clear resolution:
Collection of the unit and a full refund.
I expect a response that addresses responsibility, not deflection.
Why am I, as the consumer, expected to carry the loss for a defective appliance that has failed in less than a year?
I paid Makro for a functional product. I did not enter into any agreement with the supplier, nor should I be expected to navigate or rely on the supplier’s internal processes in order to be assisted.
The position that a refund is dependent on the supplier’s outcome effectively shifts the risk onto me, which is not acceptable.
This is not a case of general wear and tear or misuse. The machine failed under normal household use within an unreasonably short period of time. A product of this nature is expected to last far longer, and its early failure points to a defect or lack of durability.
In addition, this matter has now been ongoing for over two months without resolution. During this time, I have been left without a working appliance and have had to manage under difficult circumstances, while Makro continues to delay and defer responsibility.
At this point, the issue is no longer just the machine — it is the lack of accountability and the unreasonable process being imposed on me as the consumer.
I will not accept a situation where I am forced to keep or repair a product that has already failed prematurely.
If Makro maintains this position, I will have no option but to pursue this matter further through the appropriate legal channels in addition to the ongoing Ombud process.
I again request a clear resolution:
Collection of the unit and a full refund.
I expect a response that addresses responsibility, not deflection.
KE
Kerazal E's update20 Apr 2026, 17:06
Reviewer Update
Your response still fails to address a very simple and important point:
Why am I, as the consumer, expected to carry the loss for a defective appliance that has failed in less than a year?
I paid Makro for a functional product. I did not enter into any agreement with the supplier, nor should I be expected to navigate or rely on the supplier’s internal processes in order to be assisted.
The position that a refund is dependent on the supplier’s outcome effectively shifts the risk onto me, which is not acceptable.
This is not a case of general wear and tear or misuse. The machine failed under normal household use within an unreasonably short period of time. A product of this nature is expected to last far longer, and its early failure points to a defect or lack of durability.
In addition, this matter has now been ongoing for over two months without resolution. During this time, I have been left without a working appliance and have had to manage under difficult circumstances, while Makro continues to delay and defer responsibility.
At this point, the issue is no longer just the machine — it is the lack of accountability and the unreasonable process being imposed on me as the consumer.
I will not accept a situation where I am forced to keep or repair a product that has already failed prematurely.
If Makro maintains this position, I will have no option but to pursue this matter further through the appropriate legal channels in addition to the ongoing Ombud process.
I again request a clear resolution:
Collection of the unit and a full refund.
I expect a response that addresses responsibility, not deflection.
Why am I, as the consumer, expected to carry the loss for a defective appliance that has failed in less than a year?
I paid Makro for a functional product. I did not enter into any agreement with the supplier, nor should I be expected to navigate or rely on the supplier’s internal processes in order to be assisted.
The position that a refund is dependent on the supplier’s outcome effectively shifts the risk onto me, which is not acceptable.
This is not a case of general wear and tear or misuse. The machine failed under normal household use within an unreasonably short period of time. A product of this nature is expected to last far longer, and its early failure points to a defect or lack of durability.
In addition, this matter has now been ongoing for over two months without resolution. During this time, I have been left without a working appliance and have had to manage under difficult circumstances, while Makro continues to delay and defer responsibility.
At this point, the issue is no longer just the machine — it is the lack of accountability and the unreasonable process being imposed on me as the consumer.
I will not accept a situation where I am forced to keep or repair a product that has already failed prematurely.
If Makro maintains this position, I will have no option but to pursue this matter further through the appropriate legal channels in addition to the ongoing Ombud process.
I again request a clear resolution:
Collection of the unit and a full refund.
I expect a response that addresses responsibility, not deflection.