Refusal of assistance at the Returns counter at Makro Arbour Crossing

Today -28th July 2020 i had taken half day off work and had the opportunity to go to Makro Arbour Crossing to return an item (Russel and Hobbs iron) that is not working as it should (was not heating up). This purchase was made on the 05/07/2020 and today still being within the 30 day return policy period. Nokulunga- the assistant at the returns counter advised me that they could not help me as my purchase fell under the 30 day return policy and they are only able to assist with the 7 day return policy. Her "reasons" being that the staff that can assist with the 30 day return policy were not in and no one in the entire branch could assist me with an exchange or return. This was being said with 3 other staff members and myself being the only client currently at the returns office. I had taken a trip to this branch which is over 22km's away from my home (referring to fuel costs endured) just to be told that i must come back to the store any day after Saturday (01/08/2020) for assistance. This date will definitely take my item out of the 30 day return policy period and endure me more fuel costs just to get assistance with my faulty item. I find it very hard to believe that a well established and big branch such as this could not have a single person available to assist me with returning or exchanging my item.

I would like the management team to relook into their service delivery processes to accommodate such scenarios (lack of staff) so that consumers such myself can be assisted on all days.

I would also like a way forward on how my item can be returned since i was told to come back after my 30 days due to the relevant staff not being available to assist me.

Your company should be advised that this has caused me a Great inconvenience and i am very disappointed in such service received from Makro - a well known and trusted company.

My Makro card no.: ***0 Contact no.: ***