Makro Service Concerns

I assisted my elderly mom to purchase a Defy 350-liter fridge at Makro Germiston on 29/8/25. They offered a free deliver on 30/8/25 which was fabulous as her old fridge had been sold. On Saturday, a fridge was delivered but she realized after Bheki left that it was 247 and not 350 liters. I got in touch with Benji who tried to assist but the correct fridge could not be located. When it was found at Makro it was damaged. In the meantime, her old fridge sale fell through as she now did not have a fridge. On 01/09/25 the correct fridge was delivered and exchanged with the incorrect fridge. We now believe that the damaged fridge was delivered as it was faulty. Not knowing this, her old fridge was sold a 2nd time. However, towards the end of the week her fridge contents started to spoil. I got in touch with Charlton on 08/09/25 in the appliance department who told me to contact Defy. Altonia at Makro Germiston logged a call with Defy being *** (thank you for your kindness). A Defy technician had to come out and assess the frame. This took multiple calls, and each call took between 10 – 15 minutes of my airtime to hold on. By now the contents of my mom’s deep freeze was also ruined (initially the deep freeze was still working but as the fridge lost more gas, nothing worked). On 09/09/25 a Defy technician came and he advised that the fridge had to be replaced. It took many more calls to Defy and then escalation to Ishmail to get the fridge replaced on 15/09/25. Neither Makro nor Defy made my mother a priority. For an elderly person to go 15 days without a working fridge is unacceptable. The loss of fridge contents costs her money. I spent over 100 minutes of airtime on the phone. Lessons on customer service must be learnt.