Makro Online Nightmare

MAKRO SA, After trying all other avenues we are now left with no other option but to communicate via this platform in the hope of someone at your company helping us. MAKRO Nelspruit are not willing to help and said we purchased online, so online helpline must help. MAKRO online sends us in circles and promises made are not honoured...

Please assist with the following matter. We purchased a Samsung TV from makro online on the 09 December 2024. The TV was delivered on the 11 Dec 2024 by The Courier Guy. When we opened the box we noticed the TV had a cracked screen. Looked like someone stepped on the box or heavy items placed on it.

We immediately called MAKRO online support and the agent helped me to log a online return. #MAK*** #RT***2

He told us the tv would be picked up within 44 and 72 hours. We then went online and logged a return as well on my profile, selected a date for return pick up on the 14 Dec 2024 - this was the first available date. As requested we also uploaded the 3 images of the broken screen. On Friday 13 December we contacted the call centre as we had not received any info or correspondence indicating time and confirming that the TV will be collected. We were then again assured that our query would be escalated and the operator made a note on the system. No Feedback was given to me. Due to no feedback, we have also emailed MAKRO customer care with all the details. Saturday at 12h40 we called your call centre again, because the promised and logged pick up time was not honored. We were then informed that no photos was sent and no return request was done, she could only find the email that we had send. The agent assured me she would also escalate my query but no date given as to when this damaged TV we recieved and paid for TV would be collected. This has been the worst after sales service we have received from any shop in my life. We are now stuck with the damaged during transport/delivery from MAKRO to our home and R9000 less in our bank. At this stage we only want our money back as return policy does not work. We paid for a item, was delivered a broken damaged item and must now beg for someone to resolve it.

Kindly adv me as to what i have to do to have this tv picked up and have my money refunded.

3 of our calls TODAY to the call centre was just dropped or not answered. Below reference numbers have been given. #MAK*** #RT***2

All our details are available on your system...