Poor Service

Dear Sir

I purchase a double door defy fridge from Makro Alberton in April 2021.

I encountered my first problem with the fridge in September 2022. The technican came and regassed and all went well.

The fridge started giving problems again October 2023. Technician came and did something, but the fridge only worked for a week.

Went to Makro again in November 2023 and reported it. Technicians came and fixed and that too only lasted a week.

In all that period I had to dispose all my freezer food as they were rotting.

Went to Makro again, first week in November and reported it again. Technician came 0n 16th November, inspected the fridge and said the fridge must go to the workshop as it has an internal gas leak.

He also said that they (Defy) will provide me with a loan fridge. As at 22nd November I have heard nothing from Makro and Defy.

Went back to Makro again on 23rd November 2023 to report that my fridge is still not working and I have no loan fridge as promised.

Makro said they will sort it out.

I called Makro again on 30th December 2023 and said I still don’t have my replacement fridge. Spoke to Magaret and she said she will call defy and call me back.

Guess what no call from Magaret the whole day. Call again the next day, still nothing positive from Makro.

Try calling all the defy numbers given to me by Makro. Not one person answered the phone. Had to throw food away again. It’s very hot and since my fridge is not working I cannot store my food in the fridge. Is this the treatment that Makro offers to their clients?

Went to Makro again 04 December 2023, Magaret referred me to another Manager called Freedom. He could not give me answers, just listened to my concerns or did not positively assist me. He didn’t even say Makro will sort out this problem. Just shrugged his shoulders, like saying there is nothing Makro can do to assist you.

What I can’t understand, I bought the fridge and paid Makro and now the fridge is faulty, Makro is not willing to assist me. It now my fight with Defy who are also not very helpful.

I am without a working fridge for almost 6 weeks and neither Makro or defy is willing to assist.

Is this fair on us hard working customers and with the heat wave these days I have to throw food away daily. No one is going to re-imburse me for my loss.

I am shocked at the way Makro Alberton treats its customers. They have this don’t care attitude. Don’t make your problem Makro’s problem. No communication nothing?

Makro being a billion rand industry never even offered to assist me with a loan fridge and as for Defy, I am speechless.

I bring this complaint to you hoping that you will assist. Now that Christmas is around the corner, how do I survive without a fridge. I would not be able to save costs and do bulk buying.

I am so angry with Makro and Defy, they just spoilt my family’s’ Christmas.

In closing, the technicians came to repair my fridge five times within a year and is still not working. I want a brand new fridge from Makro, as there are no guarantees once repaired, it will not breakdown again.

You can contact Freedom and /or Margaret at Makro Alberton on ***.

Defy never answers their phones. Tried for over two weeks. Tried Thatho and Letty.

Makro is committed to operating in line with the Consumer Protection Act and all policies are subject to the applicable law. This statement is a joke