Poor Service and Unresolved Fridge Delivery & Collection

Dear Makro Germiston Management,

I am extremely disappointed with the level of service I have received from your store. Over two weeks ago, I purchased a fridge that was delivered with visible dents. I immediately raised this with Portia Dlamini, who assured me that her colleagues would arrange delivery of a replacement fridge and collection of the damaged one. Unfortunately, despite repeated follow-ups, nothing has been done.

I have spent over an hour on the phone being passed from one person to another, with no accountability and no resolution. Even after being told the matter was escalated, there has been no progress. When I asked to speak to a manager, I was told none were available, which is completely unacceptable.

This level of service is appalling and far below what one should expect from a company of your size and reputation. I demand urgent action to have the replacement fridge delivered and the damaged one collected without any further delays. Please confirm, in writing, by end of business today when I can expect this to be resolved.

Should there be no immediate action, I will have no choice but to escalate this complaint further.

I trust you will treat this matter with the seriousness it deserves.