Never use Makro Online! You will regret it.

I made a purchase to Makro online for a 10kg Defy washing machine. On the 05/12/2023 it was delivered but it was damaged (it had a massive dent on the front). It was taken back the same day by the same couriers that delivered the item. On the same day, I sent an email with photographic evidence of the damage and did not get an email back. Not even an automated response to say that they received my email. On the 06/12/2023 I made a call to Makro’s customer care with a way forward and whether I need to do anything further or if any additional information is required of me. The agent let me know that I should log an online return even though the machine had already been collected. That same agent logged the online return on my behalf and I got an email acknowledging that online return request. The following week, I made another call to their customer service asking for an update since again, no one was reaching out to me and my online profile did not show that I attempted to make a return. I was then told that I would be getting a refund instead of a replacement because the supplier did not have stock. I was also told that the refund was created on the 06/12/2024. I have not received my refund as of 16/01/2024.

This is after me calling them twice a week, every week since the 06/12/2023. They have not given me any communication. Not an email, not a phone call, not an SMS. The best they’re able to tell me is that “they’re escalating this matter to the relevant department”. They’ve been “escalating” the for over a month.

I have also reached out to Makro via Twitter and I am being told that they cannot find the machine because they don’t know which distribution centre it was sent back to. And that is why my refund is being held back. I don’t see why this has anything to do with me and my refund. It has been 30 business days with no action from Makro’s side and with empty promises of “escalating the matter to the relevant department”.

To say I’m disappointed would be a major understatement. Can Makro please give me my money back just as easily as they took it.