No Service! Damaged Goods! No Care!

On the 25th of November 2017, I ordered and paid for a new stove hob, oven and extractor fan. More than 21 days later (longer then their promised delivery time) the items were finally delivered but only after demanding my money back TWICE. Took delivery of goods on the 27th of December 2017 at which time I noted that the glass in the extractor fan was broken.

Being December and on leave I didn't report it at the time however on the 5th of January the electrician was installing the stove and found the extractor fan to be damaged. The fan did not want to come on and the buttons were damaged. I contacted Makro via phone immediately as well as email sent on the 05/01/2018 at 12:07.

Since then I have sent emails on the following dates asking for their policy on replacing damaged stock and they have consistently ignored my correspondence. When I phone I am put on hold for ages and then they promise to contact me but never do.

Some extracts from emails! 05/01/2018 - email sent with photos of damaged product.

08/01/2018 at - email sent asking them to confirm receipt of email sent on 05/01/2018

12/01/2018 - at 15:02 email sent asking them to confirm receipt of email sent on 05/01/2018

16/01/2018 - at 9:37 email sent advising Makro "Please be advised that should I have not a response on my email/cell phone within 48 hours I will be taking this to the consumer ombudsman as well as Hello Peter."

16/01/2018 at 10:10 FINALLY first response back from Makro "Please accept my humble apologies for the lack of communication, I have escalated this matter management as I have received no response from the online team at the store nor the supplier. I will relay feedback as soon as I have it. Thank you." 25/01/2018 at 8:33 - email send with following " It has now been a further week since my last correspondence and I have received nothing back via phone call or email! I am hereby notifying you that I am contacting both the ombudsman as well as Hello Peter today. It is unacceptable!"

25/01/2018 at 8:43 - RESPONCE BACK FROM MAKRO "Please be advise that the replacement had been requested from the supplier and I’ll only be able to follow this up at 9:00am. I will request an ETA and revert back to you."

It is now the 9th of February 2018 and I still don’t have any feedback from Makro on the replacement of my extractor fan. I want our consumers to know what kind of service they can expect if they purchase from Makro on line. Very very sad!!!