Makro's poor communication and lack of accountability for delivering a damaged washing machine Centurion Makro team

I am writing this review regarding a damaged washing machine delivered to me and the poor service I have experienced in attempting to resolve this matter from the Makro team, specifically the Centurion Makro store.

On 27 March, I purchased a Midea washing machine from the Centurion Makro store. The machine was delivered on 29 March, and upon initial inspection, I signed the delivery note. However, upon closer examination, my husband and I discovered a crack on the top cover and a dent on the side of the machine.

We immediately called the delivery driver back and requested that the machine be returned and replaced with an undamaged unit. However, the driver refused and instructed us to contact Makro’s call center instead. We did so while he was still present and were assured that we would receive a response within an hour—which did not happen.

Since then, I have made multiple calls and sent an email with supporting photos to both the Centurion store and the Makro customer contact center. The details of my attempts to resolve this issue are as follows: 29 March (10:36 AM): Called the call centre (9 min 36 sec); assured of a response within an hour—no follow-up received. 29 March (12:42 PM): Called again, was transferred to the store and waited 7 minutes before the call was dropped. 29 March (12:51 PM): Called again, re-explained the situation, and the operator dropped the call (3 min 2 sec). 29 March (1:48 PM): Submitted an online complaint and received only a reference number (IAQ6) with no further details. 29 March (4:05 PM): Called again and was asked to send photos, which I promptly did. 30 March (9:53 AM): Called again, was transferred to the Centurion store, and the call was dropped after waiting for a response. 30 March: Made additional call attempts, either experiencing dropped calls or waiting on hold for extended periods without resolution. This situation has caused significant inconvenience and stress, as the damaged washing machine remains in my kitchen, obstructing space and daily activities. Additionally, the poor communication and lack of accountability from the Centurion Makro team have been extremely frustrating.