Makro Online - Failure to follow up on customer returns

I purchased a baby stroller on Makro online website on the 2nd March 2025. 5th March 2025 it was already delivered. I unpacked it and realised they sent me the wrong stroller and proceeded to follow their returns process on the 10th March 2025.

I struggled to get them to pick up the stroller, calling them daily to follow up without any proper or constructive feedback.

Eventually I told them I want my money back. Upon requesting a refund that’s when I got an email to say they have approved my request for a return.

I struggled still, even sent them a very long email complaining of their service but nothing was done. I eventually contacted the courier company myself to come so the pickup which was done on the 27th March 2025.

Last week I called again to find out what is happening with my refund they told me they are still doing QC on the stroller I returned, I should call back on the 8th April 2025.

I called today and still nothing has been done n they are blaming the supplier saying they have not received feedback from them.

I believe Makro is a big entity therefore when a customer calls repeatedly about the same thing some sort of escalation of the matter can be done.

But Makro is taking us for fools and the only feedback one gets is that we are following up, call again in 48 working hours. 48 working hours is another week, when I was paying for the item I did not delay my payment yet when I need to get the right item or my refund I have to be given the run around.

Tomorrow will be a month of this nightmare and I am thinking of reporting them to an even higher organisation since they take their customer complains for granted.