MAKRO OFFERS NO SUPPORT TO THEIR CUSTOMERS

I will never again support Verimark/ Genesis in my life.

We bought a Genesis Cordless Turbovac 5-In-1 Vacuum Cleaner from Makro (Germiston) and within 2 months it stopped working.

We returned the vaccum to Marko (Germiston) and clearly said that we dont want it to be repaired. We were advised by the Genesis/ Verimark rep (Samson) that we will definitely get a new one, it just has to be booked in for assessment. We willingly comp****.

When we got the notification that our product is ready to be collected we found out that it was in fact repaired. We escalated the matter and the rep completely denied what he said.

We escalated the matter to some regional head at Verimark/ Genesis (Dumisani) who said that because we booked the item in for assessment costs were incurred and therefor we are stuck with the item.

I advised him that that was the process we were explained to follow and that we were also advised that if we follow the process we will get a new vaccuum - to which he responded that I'm incorrect because that is not how he trains his reps.

We asked for the camera footage of that day and at first Marko said they don't know how to get the footage and after we persisted that we want the footage we were advised by Makro that there is no footage.

Makro 'escalated' the matter to Verimark, but nothing came of it.

After all of this we were ready to just throw in the towel and collect our vaccuum (take this as a learning curve that Verimark/ Genesis is never the way to go) but when we received our vaccuum we noticed the box, that was clearly marked as ours, was a lot lighter than when we brought it in.

We opened the box, as a precaution before we leave, just to realise that this was not our machine what so ever. It was clearly marked on the machine with another persons details and the accesories and charging cable were completely missing.

Not only did Verimark/ Genesis have the absolute worst costumer service but each time we get Makro involved they just shrug and tell is its between us and Genesis/ Verimark.

We specifically went to Makro because we trust them and the products they sell.

I am truly dissapointed on both companies.

To crown this whole story, this has been going on for 2 months and the matter has still not been resolved.