1 reviews | Active since Sept 2013
Makro Online not refunding after agreeing I am eligible for refund
I am writing to express my deep dissatisfaction with the service I have received regarding the faulty Hisense Flagship Television I purchased from Makro Online.
The television unit in question was identified as defective, and subsequently collected by the manufacturer in early January 2024. Following numerous attempts to obtain updates on the status of the repair, I received a phone call notifying me that the unit is irreparable, and I am entitled to a refund. I promptly communicated my acceptance of the refund; however, subsequent attempts to obtain information on the refund status proved futile.
Despite multiple emails and support tickets, my requests were either closed without resolution or outright ignored. After weeks of persistent follow-up, I eventually received a call instructing me to personally collect and deliver the TV to Makro. Regrettably, I do not possess the necessary means for transporting a television this large, as I had initially paid Makro for the delivery service.
Upon conveying this limitation, I have encountered a lack of progress in facilitating the return of the TV and processing my refund. This situation has compelled me to escalate the matter with the Ombudsman, as the prolonged delay in refunding my purchase contravenes the Consumer Protection Act.
It is disheartening to find myself in this predicament, as I had expected more expedient and efficient resolution from one of South Africa's largest retailers. The persistently poor client support I have experienced from Makro Online further diminishes my confidence that this matter will be appropriately addressed.
Thank you for the reply but in your reply you still do not indicate a reference number or an est. resolution date or even a date when the relevant team will contact me.
Without this information, I have very little faith that the matter will progress and my funds will be reimbursed.
I have in the meantime called your call center multiple times again (line being dropped while talking to the consultant) but finally received assistance by a lady with the name Nafree. She had also given me a new reference number as the old one contained the many emails I sent to your support team that went unanswered. I can provide you with this new Reference number privately if you'd prefer? Nafree then also stated that she couldn't assist me any further and that I should be reimbursed but she cannot confirm when or if the Online financial department will reimburse me.
This has been going in circles for quite some time. I do not have the television. The manufacturer has stated that it is a factory fault and I should be reimbursed, your support team has also stated that I should be reimbursed, yet here I sit, a lot of money out of pocket, without the item I purchased.
Please refund me my money and resolve this matter.
Kind Regards,
Juan
Thank you for the reply but in your reply you still do not indicate a reference number or an est. resolution date or even a date when the relevant team will contact me.
Without this information, I have very little faith that the matter will progress and my funds will be reimbursed.
I have in the meantime called your call center multiple times again (line being dropped while talking to the consultant) but finally received assistance by a lady with the name Nafree. She had also given me a new reference number as the old one contained the many emails I sent to your support team that went unanswered. I can provide you with this new Reference number privately if you'd prefer? Nafree then also stated that she couldn't assist me any further and that I should be reimbursed but she cannot confirm when or if the Online financial department will reimburse me.
This has been going in circles for quite some time. I do not have the television. The manufacturer has stated that it is a factory fault and I should be reimbursed, your support team has also stated that I should be reimbursed, yet here I sit, a lot of money out of pocket, without the item I purchased.
Please refund me my money and resolve this matter.
Kind Regards,
Juan