Poor follow up on damaged goods

I would like to voice my displeasure with Makro online shopping. Let me explain: My husband ordered a Ryobi generator (+a small multimeter) on Wednesday last week.(7/02/2018) and they were delivered on Thursday. Excellent service!

On Friday (09/02/2018) he unpacked the generator and put in fuel. He noticed a drip of fuel from the side of the tank. He dried everything and left the fuel stop valve off. Next morning still a smell of petrol and wet along the seam. Giving the benefit of the doubt he again wiped everything and waited. But the leak persisted.

On Sunday he phoned the online help desk and spoke to Shane who was very helpful and said he would contact the despatching depot and they would arrange to collect and deliver a replacement. We were happy so far not bad service.

By late afternoon on Monday we had heard nothing so phoned the online helpdesk, and spoke to a lady who said Shane was not there today and like that was that. My husband said to her if Shane is not there no follow up can nothing be done on my problem. Well then she looked up my order and said to hold on and she would phone the dispatching depot. She came on the line and put Bongani on to my husband. He said Shane had spoken to him ??? but nothing was done. Bongani said he would call us back. He called back saying that his supervisor said they would collect the generator. My husband asked what about a replacement. No only once they have the faulty will they decide what to do. Now my money was given upfront in good faith, we did not buy it for fun we do online teaching from home and with the power outages in Crestholme can’t afford the computers backup batteries to die!!

My husband is also not a fool with mechanical things having been in the motor trade as service manager.

This is not how I would expect to be treated , 2 days after the problem was reported to Makro Online, it has still not been resolved, and here we still sit without a generator, yet Makro has our money.

We will never order online from Makro again, the poor service and follow up service is unacceptable, especially as this generator has been bought for business, not pleasure.