Poor services at Makro Springfield

Faulty item and poor customer services.

I bout a fridge on sartuday the 25th October 2025 around 12:00 am. In the afternoon when I open it two items are missing. I waited for Sunday to call the store. I was passed around until the call got to the so called manager and when I raised that I am frustrated, she dropped the call. So I had to call again. Apparently they were claiming that without an invoice they can not help. I had to call again. I asked for the invoice first this time. I am only reporting missing item from a new fridge. I did not know the storm is still coming. I plugged my fridge and left to town. While I was in town a few hours later, my baby sister called and reported that the fridge is not cooling instead melting things. I got so disappointed. I got home and called again. I was told that a service order have to be booked, so someone come and look at the fridge. I was like *what about my privacy?*. I guess I will have to live my Makro rules this time. The lady said she had booked an order but if I want to return the Item then I should contact the physical shop. On Monday I asked a van guy to take us, me and my annoying baby fridge to the shop. I got this customer assistant whom I won't forget even in my dreams. She literally told me she can not help that I paid someone to bring the fridge. Their rule is someone have to come to my door. I told her I'm working at a call centre where access to phone are limited, they can not reach to me. Shoe told me there is nothing they can do because the product is not Makros but Defy. I went to the car and cried my lungs out. She came to the car holding papers. She saw I am crying she game me papers and left.

I went to those working at the shop I asked, one of them said this is even within 72 hrs and the item is here. Not to forget that the rude lady first demanded who was giving me the fridge in Sartuday. I was not assisted. I then opted for refund. Another lady at return advised that I will have to bring the fridge (2nd time) if I need refund. But I have to call first to check that defy have given them a response that the item is faulty. I am writing to you because defy came to my house on Tuesday and took pictures of the fridge, when I call makro every agent now say *I will write note that now you dont want exchange but a refund* not a clear statement on what is the process for refund. I won't be able to ask and pay someone the third time just to be told that is not our process. I am exhausted