Poor Customer Service - Return Request

I purchased two computers from Makro for a total of R11,998. The products advertised were Dell Core i5 (7th Gen), 16GB RAM, 512GB SSD, Windows 10 Pro, 19-inch screen, Black. However, upon delivery, I received two HP screens and two Dell hard drives, which did not correspond with the product description. Due to the obvious discrepancy, I did not proceed to inspect the remaining contents and immediately requested a return. The return was initially approved, but the collection process became the issue. I was informed that my area was considered high-risk and that I would have to take the two large parcels to a police station myself. I do not have a vehicle and never refused to return the products; I simply could not reasonably transport two large computer boxes myself. My return request (ID: ***) was subsequently rejected with the reason “Product collection failed”, with Makro stating that the products did not qualify for a return. I strongly disputed this decision because a failed collection does not mean that the products themselves do not qualify for a return. The products were successfully delivered to my workplace, so it is unreasonable to expect me to find my own means of transporting two large parcels to a police station when Makro was able to deliver them to the same location. I also previously had a Defy refrigerator (OD***) delivered to my home in the same area and mattresses (OD***) delivered to my workplace without any difficulty. My position has remained consistent throughout: I have never refused to return the products and have cooperated with the return process. The problem has been the collection arrangement provided by Makro. During the ongoing back-and-forth regarding the return, another serious issue arose: the original approved return amount of R11,998 was changed to R5,999. R5,999 represents the value of only one computer, even though I purchased two computers for R11,998 and requested the return of both. I have never agreed to return only one computer, nor have I requested a refund for only one computer. The change in the return amount has therefore not been explained to me and is another matter that remains unresolved. My position has remained consistent throughout: the products received did not match the advertised description, I requested to return both computers, I have never refused the return, and I expect the two computers to be collected and the full amount of R11,998 to be addressed. Makro advised that “the unit must be returned to the supplier for assessment” and that, once the evaluation was completed, I would be updated regarding a replacement or refund. I would like to make it absolutely clear that I do not want a replacement. I am requesting a full refund of R11,998, which is the amount I paid for the two computers. Given my experience with this order, the incorrect products received, and the manner in which this matter has been handled throughout the return process, I have lost confidence in purchasing another product through Makro Online. I therefore do not wish to proceed with a replacement and require the matter to be resolved through a full refund of the amount paid. The matter therefore remains unresolved, despite Makro subsequently marking the case as “resolved.”

All that I want from them is to: • Confirm that the return relates to both computers. • Arrange a proper collection of both computers from the delivery address, rather than requiring me to transport the parcel to a police station. • Confirm the correct refund amount for the two returned computers. • Provide a proper written explanation as to why my case was marked “resolved” when the matter had clearly not been resolved. • Review the handling of this return from the beginning and provide an appropriate resolution. • I would like to make it absolutely clear that I do not want a replacement. I am requesting a full refund of R11,998, which is the amount I paid for the two computers. I would really appreciate your advice regarding this matter.