Pathetic Service

I placed an online order via the Makro website on 7 October for a Bosch gas hob, oven and extractor fan. The hob and oven were delivered to my home on 10 October. The boxes were left unopened until Saturday 15 October when the gas installer came to install the gas. When he opened the box he placed the hob on the counter where the hob was to be fitted to show me that the unit was dented. I decided not to fit the hob and placed the unit back in the box. Immediately contacted Makro to advise them of the dented stove they sent and they said someone from the Springfield Durban store will contact me on Monday as the delivery was from that store. I also followed this up with an email with pictures of the dented unit attached. On Monday I had to contact Makro online department to follow up. At 6pm on Monday evening Prisca Khoza from the Springfield store contacted me to tell me that they will need to collect the unit and log an enquiry to assess the damage before it can be replaced. She asked me to forward the email to her direct email address which I did. On Tuesday I heard nothing from them. Today, Wednesday 19 October I emailed Prisca for feedback as the delay and lack of communication is delaying my kitchen renovation. She called me asking for a copy of my compliance certificate. I explained to her that once we discovered that the hob was dented the installer did not proceed with the installation, hence no certificate was issued. She then told me she will call me back. Upon her returned call she tells me that as per their appliance manager, they cannot assist me with a replacement unit as the unit could've been dented during the installation, even though I informed her that the hob was not and is still not installed. The gas installer can stand as witness that the unit was damaged upon opening the box for the first time.

This is disgusting service received from Makro and it is unacceptable.

Makro SA please collect your damaged goods and refund me my money since you are not willing to replace your damaged item.