Makro Returns department - Lousy service

Way to go Makro, you are a huge supply chain but cant even pay R699 item return. I ordered an item from Makro Online, upon arrival I noticed that it is the wrong item I selected. I requested to return the Item.

The Item was collected by the Courier Makro chose, who then took a photo of this item. I waited and waited and waited but received no feedback. I then contacted Makro and was told it would be followed up. I received a call stating that my refund is being processed.

Later the same day, another courier came to deliver the same item back to me, when I noticed that it was again the item I sent back, I stopped the courier and told him to send back the item as it was not supposed to come back to me. The following Monday, I received a call saying that unfortunately my refund can not be processed because the Item is damaged. When I sent it back, it was in the same condition that I received it. I did not even take it out of the package the second time.

I requested that the photo the courier took be requested but was told I need to follow up. 1st, this was not my courier, it was the courier service Makro used, 2nd Why am I being held liable for this. My purchase was placed on 28 January 2025 / my return was logged 31 January 2025.03.17

I have been struggling ever since to get assistance; I cannot understand that I have to be liable for something that had to have happened during the courier process.

No one seems to be wanting to help me with this, it is 07 April 2025 today, so this confirms that I have been struggling almost 3 months. I am really disappointed in the treatment I am receiving; I have even been warned that the only way I would get some assistance is to go to the store.

They never even returned the item to me either.