Returns a mission from hell

A company I will never order from again

Makro SA

I purchased a waffle cone maker Order no MAK 9319XX ( see picture attached) on 18 Feb 2025 from Makro SA online. I paid R150.00 delivery fee for the product to be delivered to me. When I received my delivery on 25 Feb 2025 it was not the product I have ordered but a normal waffle maker which I already have. I logged a return (RT#0532***0) on the same day-25 Feb 2025 which I received a confirmation e mail from Makro stating within 2 -4 days I will receive further communication. I have made 6 calls (Ref CE8XX) to the Call Centre on ***to follow up on the return, every time to be lip serviced by one of their employees and only empty promises.To date I have tot received any communication for the correct product to be delivered OR a full refund including COURIER fees to be made.

In summary the following:

1. Makro advertised a product. 2. I pay for the product advertised including courier fees of R150.00. 3. They deliver an incorrect product that is not what they have advertised. 4. Their policy states you will be contacted within 2-4 days after a return was logged. Not true and still waiting. 5. They also state that they will not refund the delivery fee. HOW EVEN IS THAT LEGAL if MAKRO is the one not delivering. I insist on a total refund. I have emailed them all the pictures of the advertised product. Their website clearly stating a picture and description of the item I have ordered. After my 6th call this morning to their customer care line and asking to speak to a manager I told them I have lodged a complaint with the CGSO.

From the complaints online it seems bad customer service and incorrect product delivery is how Makro operates. It is time to force them to own up. Please advise and thank you.

Kind regards. M Appelman 082 *** ***