Most *********** business ever

Never in my life had I ever dealt with such an *********** contact center. This was the 1st time I’ve ever purchased an item from Makro. I bought a Read Bennet 7KG washing machine for R4499 on the Makro app. The app had issues when I made the payment and the payment was taken twice. I had no issues with the delivery or the item itself. But when calling into Makro with regards to the refund as I was charged twice they told me that the issue will be sent to the finance department and the refund would be processed once I have sent through the relevant documents. After sending the documents required I received no feedback or update on the matter until I had to call in again. They then advised me that the payment was an auto bounce back which is why they can’t process the refund. I explained to them that it’s not and even gave them a breakdown of the bank statement as they seem to not know how to read bank statements. They then escalated the matter again saying the same thing that it will be sent to the finance department only for them to not respond and then give me the same reason as to why they cannot refund my money. I spoke to several managers and agents for almost 2 months and still I am not able to get my refund. I recently moved house and am expecting my 1st child in a months time. The funds that they aren’t refunding is supposed to be used towards the house and baby things. All the staff at Makro seem to be *********** and not know what they speaking about. They can also see on their systems that the payment was made twice but still give me issues when asking for the refund. I’ve asked for a SAR to be sent to me so that I can have all the recording of the conversations I’ve had but they are telling me that they can’t send them to me even though it’s my right to get to get those recording. I’ve even raised a formal complaint and still I’m the one that needs to keep following up with them only for them to tell me the same thing everytime. I would not advise anyone to purchase from them. As they won’t be able to assist you should anything go wrong with your purchase