Managerless Makro

I purchased a Ryobi Petrol Trimmer from your store in Cornubia, Durban, on 03 November 2024. The item was used for a total of 4 times with petrol being purchased from a local Engen Service station and 2 Stroke Oil as required, purchased from Builders Warehouse Umhlanga.

I proceeded to mix the petrol and oil as instructed in the user manual received with the trimmer. It worked great, no issues in all 4 uses. (2 uses in December 2024, 2 in January 2025)

On 09 February 2025, I took the unit out of my storage and attempted to use it once again, with the same fuel mixture in it from the last use, however, the machine refused to start up. I then took it back to Makro Cornubia for a return and was advised that it will need to be sent to Ryobi Umhlanga for assessment and I would be contacted by Wednesday 12 February 2025 regarding the outcome as the supplier would either repair it or authorize a replacement.

On the 12 February, I called the store for an update as I wasn't called, and I was advised there was no feedback from the supplier yet. I was called on 13 February 2025 at 16:07 and was advised that there was a quote for the repair of the machine. The lady that called was very rude and didn't even give me the quote. I advised that I was told that the machine would either be repaired or replaced and I wasn't advised that I would be liable for repairs as it was under Ryobi Guarantee as stated on the box.

I had advised the lady to get a manager to call be back however no one did.

I then went to the store on Saturday, 15 February 2025 and requested to speak to a manager. First I was advised there was no manager on shift, then after questioning how is that possible as the operation was very busy on the day, I was told there was a relief manager, named Kevin, from Mica there supporting so I asked to speak with him. From speaking to him and getting no assistance, he said point blank, there's nothing he can do and I need to pay a quote of R850 + to get the machine repaired as its what the supplier is requesting. I was furious at his attitude and showing no empathy or remorse. I told him I refuse to pay this as I was given the assurance that the supplier will repair or replace the unit. He then advised he will contact the repairer on Monday, 17 January 2025 and request for the quote to be waived and the repair to be done and he will contact me to give me an update.

I received now feedback or contact from him so yesterday, 19 February 2025, after trying to get a hold of him on his cell number he had given me, and after trying to get through to the store customer service team multiple times, I took my work lunch break and went to the store asking for an update only to be told that no one had contacted the supplier as the "manger" Kevin promised. I then asked to speak to him or the actual returns manager to no avail. after 35 min of waiting they managed to get a guy who claimed to be the returns manager on a call who was at the office but refused to come see me at the front desk. He advised that there's nothing he can do and I need to pay the fees for repair and he refused to acknowledge the lack of support from his colleague.

I waited a further 15 minutes to speak to any manager that could assist and then, Vernon, the department supervisor and his manager came out to see me and advised they will contact the supplier and get them to reduce the price for repair. My case presented to them was I was misadvised from the start, not given any updates and promised support but wasn't given any. Furthermore, they asked me to go to Ryobi (your supplier) to speed up the process of the repair. That furiated me as me, your customer was told to go to your supplier??? Thats rediculous!!!

I was called back by Vernon yesterday afternoon and he advised the supplier want R750 for the repair, I told him for all this inconveniences, and false promises, he needs to get the returns manager to escalate and get Makro to absorb the cost for the repair as I purchased with you Makro not the supplier. I also requested for a call back but now, 24 hours later, no one has called.