Poor Customer Service- Damaged delivery - Lack of Empathy and Urgence in Resolution

We are struggling for 5 days for a return/ replacement of a severely damaged freezer.

We have made close to 100 calls with the makro call centre being impossible to reach. Multiple emails,images etc. The call center agents which i can understand can take no blame for this issue however it seems there is no interest or sense of urgency in resolving this matter.

As someone coming from a customer service background dealing with US and UK clients this has been by far the worst experience I have had. No empathy or sense of client satisfaction whatsoever but I presume this is what happens when a store/ company is so big that the last thing on their list is client satisfaction and especially not 1 client who's support is minor. I am beyond shocked at the level of service. The branch from whom the freezer came from is non responsive and does not answer calls. What happened to pride?

I will be sure to share this experience with everyone I know to ensure they do not experience the same problem.

#***

I have goods arriving on Thursday which needs to be refrigerated which given the slow turn around I doubt will materialize.

This is the last makro will be seeing of us!