Poor Customer service

Poor customer service. In September 2023 I purchased a washing machine and microwave from Makro Springfield. The buttons on the microwave stopped working in April of 2024, my husband took the microwave back to Makro because it has a 2 year warranty and we had our slip, when he got there he was told that they are going to send it to Defy to get fixed and they notified him that it will take up to 2 weeks, I was not happy because it would mean not having a microwave for 2 weeks whereas I thought it would be a simple exchange due to the warranty. We excepted the outcome and waited, we then received a call from the store informing us that the microwave has an infestation of ****roaches .The wiring was damaged so therefore we need to pay just over R1100 to have it repaired or buy a new one and there is nothing else that can do even though I paid R1400 for the microwave, therefore I phoned customer service nationally and they advised me to speak to the store manager so that's exactly what I did, I called the store and asked for the store manager but they asked me what is it in regards to and I told them. They then put me through to customer service in the store and I spoke to a lady by the name of Wendy Elexandra. I asked her if I could speak to the store manager. She insisted to help me because she is the customer service manager, I then told her my situation and she asked for my reference number and will investigate. She then called me later saying exactly what they said before that I need to pay R1100 or buy a new one. I asked once again to speak to the store manager and she said he has left for the day and she will forward all the details to him herself. Firstly I was shocked and upset when she said I must BUY A NEW MICROWAVE and the 2 year warranty does not cover. Secondly I purchased the microwave from Makro and not from Defy. Thirdly I was not able to speak to the store manager.

If I new that this is the policy with regards to warranty I would never have purchased at MAKRO.