Makro Marketplace Returns are absolute *******

PURCHASED DATE: 10 February 2025 DATE PROBLEM REPORTED: 15 February 2025 NATURE OF COMPLAINT: Not of Expected Quality (Services) PRODUCT PURCHASED CASH / ACCOUNT? Online ACCOUNT NUMBER: Online order #MAK*** SHORT DISCRIPTION OF COMPLAINT: I arranged to return an item via return online on the 15th of February. Ten days later, they have still not sent me a collection pickup date. I have phoned their customer care line twice, and I was told they would escalate the matter each time. Yesterday, I was told their couriers are experiencing a backlog. Yet, they were able to deliver within two days using different couriers. On 21st Feb, I sent a complaint email to Makro Customer Care Contact Centre - with no formal correspondence with a view to arranging collection. I was only provided with a reference number #BPRK - and not further communication since then. I received this Ref no - DDN3 [#DDN3] from Makro customer care team on Sun, Mar 2 at 9:38 PM - only to tell me that they are too busy to get back to me or sort out this issue. Today 03/03/03 I went into Makro Ottery to return the item and was told they can only send an email to this returns dept. A Manager by the name of Ashraf Allie then sent email to Makro Marketplace return - MAK*** requesting collection of this item and for someone to contact me. So now I'm spending more money trying to get this sorted out myself. This is becoming a nightmare. Eventhough this is not alot of money - I want this item collected - returned - and refunded. I don't want to use this item why should I pay for something I'm not using! This has really been disheartening experience, I work from home and Makro deliveries have been going smoothly. I don't see myself using Makro in future. Its been exhausting and stressful trying to get this done.