Makro, this is completely unacceptable!

I know Makro has never exactly been known for excellent customer service, but this is honestly below the belt.

My little sister purchased a laptop from Makro in March. Just four months later, the laptop went completely blank and stopped working. She logged a return, and the return was approved.

The courier then collected the laptop in August.

Here is where things became completely unacceptable: less than three days after Makro collected the laptop, the return was suddenly rejected online.

No phone call. No email. No explanation. No reason given for why an already-approved return was rejected.

And most importantly you have our R4,000 AND the laptop.

If you rejected the return after collecting the laptop, then why has the laptop not been returned to us? How can you simply keep both the product and the customer's money while providing no proper explanation?

My sister is a student, and she needs this laptop for her studies, assignments and submissions. Because Makro has had the laptop, she has been struggling to keep up with her work and has already missed submissions and deadlines.

This is no longer just about poor customer service. Your negligence is now affecting someone's education.

We have tried contacting Makro multiple times. We have received very little communication, and the communication we have received has been nothing but useless stories that have not resolved the problem.

We need an actual resolution, either return the laptop to my sister immediately, or process a full refund of the R4,000.

We are not asking for another generic response telling us that the matter has been escalated. We have heard that already. We want an explanation for why the approved return was rejected after the laptop had already been collected, and we want the matter resolved.

It is incredibly frustrating to watch my sister fall behind in her studies because a retailer cannot properly handle a faulty-product return.

Makro, have some accountability. You cannot take someone's money, take their laptop, reject the return without explanation and then do absolutely nothing about it.

Please fix this nonsense.