Non-functioning fridge and poor customer service

Very disappointed with the service from Makro. We bought a Hisense fridge on the 16th of November that was on sale. The fridge was delivered the following day. However, the fridge was not operational since we received it. We called Makro on the 20th to inform them of the non-functioning fridge, they said a technician would inspect the fridge within 3 working days. However the technician did not come. When we followed up with Makro, they gave us the run-around (told us to contact Hisense directly) which we did. Finally after approximately a week, the technician inspected the fridge, stated that there was an internal leak and the fridge could not be repaired. We then followed up with Makro who then directed us to Hisense. Hisense stated that they would give us a credit note (to either replace the fridge at Makro or obtain a refund). We then went to Makro on 2 December to obtain a refund and were told that we cannot get a refund until the fridge is returned to Makro (not once was this mentioned to us, when we bought the fridge it was delivered to our property for free). We protested and Makro was able to organize to collect the fridge on 3 December. Thereafter our refund would be processed, as the refund was already approved. The fridge was collected on the 3rd and we only received an email on the 8th stating that the refund has been approved and will take 7 to 10 working days to be paid back to our bank account.

This is unacceptable. Firstly, we bought the fridge from Makro, however we had to contact Hisense to get a technician to inspect the fridge (after Makro proved not be helpful in resolving or escalating the issue). We did not buy the fridge from Hisense, yet we had to contact them. Secondly, there seems to no coordination within the different departments in Makro. The various times that I called Makro I had to explain myself anew, when I would give the reference number it would not pick up on the system. This is unacceptable. Thirdly, the Makro customer service was bad. We were told different stories everytime we contacted Makro. Why should the customer be given the run-around and told to contact the manufacturer directly? We bough from Makro and such such, expect that our engagement should be with Makro, and they would then liaise with Hisense. Fourthly, we have yet to receive our refund. It has been almost a month since we purchased the fridge! Processing our payment and delivering the fridge was done speedily, but getting a technician to inspect and getting our refund has taken very long. Lastly, the fridge we wanted to buy is no longer on sale in other retail stores (because processing our refund has taken so long). We therefore need to pay thousands of Rands extra for a fridge that we could have got for less.

This is very unacceptable. The experience has been dreadful to say the least. I will think twice before making a large purchase in Makro again.