Makro sold defective washer dryer – replacement also defective – refusing refund despite manufacturer agreement.

Massmart - more like mass incompetence!

I purchased a washer dryer from Makro and recieved it in Augst 2025. Within the warranty period the machine developed several faults:

It doesn't taking in fabric softener It doesn't drying clothes properly The WiFi functionality never worked

I reported the issue to Makro on 17 October 2025. After multiple follow-ups and delays, Makro eventually collected the machine. However, the unit was later returned to me in a worse condition, with scratches, missing hoses, mould inside the drum and a terrible smell, while still having the same defects.

After escalating the matter further, the manufacturer replaced the machine, but the replacement unit unfortunately had the exact same issues.

Since then: Three technician visits have taken place The faults could not be resolved The manufacturer has now confirmed that a refund should be issued

However, Makro is now refusing to process the refund, despite the product being clearly defective and multiple repair attempts failing.

This situation has been ongoing for months and has involved: Numerous emails and follow-ups Multiple technician visits Two faulty machines Long periods without a functional appliance

Under the Consumer Protection Act, a consumer is entitled to a refund, replacement, or repair when goods are defective, and suppliers cannot simply continue attempting repairs indefinitely when the product clearly fails to meet quality standards.

At this point I am simply asking Makro to: Collect the defective unit Process the refund that the manufacturer has already approved.

This entire experience has been extremely frustrating and time-consuming. I hope Makro’s customer escalation team can step in and resolve this matter promptly!