Pathetic Service!

I made an online purchase on the 21st of December 2024 for a MRF padel racquet on the Makro website as a Christmas gift.. Item was delivered on the 30th of December, and the racquet was used on the 2nd of January for the first time and it cracked within the second game.. I tried to log in a return request on the website but it failed each time.. Thereafter, on the 3th of January I went to Makro amanzimtoti to see if they could assist me and to my amazement! Makro tells me this particular item was bought on marketplace which is their makro website and its a third party item, its not Makros item so they cannot help me with the return or refund!! However, there was a staff at the pickup point that helped me logged a return via the website. She confirmed with me that return is logged and a driver will come fetch the item. The next day, 4th of Jan I took another drive to Makro to speak to the same lady who helped me log it just to confirm if everything is sorted and someone will fetch, she confirmed.

The week of the 6th, no pick up was done. I had to call the customer care number, a consultant tells me there's no return or refund logged under my name!! So, I had to again try and put a return through on the website.. thereafter the consultant tells me.. Okay, the return is logged someone will fetch the item, days went by.. no pick up was done. So, I made another call on the 13th to customer care. I spoke to Sibongile, she tells me there's no records of any returns or refunds under my name! At this time, I am already so frustrated! Because the customer care staff are just so useless! Again, I had to go log a return!! She thereafter confirms.. all in order, it's reflecting and someone will fetch the item and the refund will be done. Days went by.. same story no picks up!

This is happening during this month of Jan. On the 30th I called the customer care again and there was no answer! I had to change my number to a private number and tried calling and guess what? These guys answered!!

Today, is 31st of Jan.. still no pick up! I call the customer care.. they give me a same lame excuse there's a backlog and no courier vehicles available!! What nonsense! They use "Courier Guy" as their service provider and they tell me there's no vehicle!! Courier Guy has so many vehicles doing deliveries and picks up everyday yet not one vehicle available to fetch my item!! That's absurd!!

I asked the customer care to give me a number for the returns department. They tell me there's no number for them.. They just have to send an email! Its honestly so frustrating.. I never expected to receive such service from Makro. If I only knew, this item was a third party item, I would of never bought it. Makro store in amanzimtoti refuses to even take any accountability for this even though this item was purchased on their website.

At this point, I am super frustrated and disappointed with Makro and their service to customers!! I will advise NO ONE to buy from Makro online!! I am FURIOUS!