Poor Handling of Extended Warranty Repair

Dear Makro Customer Service,

I am writing to formally lodge a complaint regarding the extremely poor handling of my extended warranty repair request, which remains unresolved since I first logged the enquiry on 21 May 2025.

My washing machine was collected for assessment, yet to date, I have not received any replacement voucher nor any meaningful update from your side. Despite multiple follow-ups, the service I’ve received from the Makro call centre has been dismissive, unhelpful, and deeply disappointing. My complaint was not taken seriously, and no one has shown any urgency or accountability in resolving the issue.

Due to this ongoing delay, I have incurred over R2000 in laundry expenses, a cost I should not have had to bear if the warranty process had been handled efficiently.

I am extremely frustrated and dissatisfied with the lack of communication, professionalism, and concern shown throughout this process. I expected better from a retailer of your reputation.

Should I not receive a satisfactory resolution within 5 working days, including the immediate issuance of my replacement voucher, I will be escalating this matter to the Consumer Goods and Services Ombud for further investigation. I believe I have not been treated fairly, and my consumer rights have been disregarded.

Please treat this complaint with the seriousness it deserves and provide a prompt response.