Returns Department incompetence

Early December 2024, my wife and I went shopping. We needed new appliances and Makro has always been a go to place, so we went to Makro Amanzimtoti in South of Durban KZN. Little did I know that this would be the beginning of the end. The sequence of events unfold as follows: - 1 December 2024: We bought multiple appliances which included a new Samsung Fridge, 50 inch Hisense Smart TV, Microwave, et. - 7 December 2024: I had to return the 50 inch Hisense Smart TV. There is something defective about the software, it keeps changing inputs on its own.. On the same day, I was advised it will be sent to the supplier on 8 December 2024 for assessment and I will get a call from Makro - A week goes by, nothing from Makro and I travel for work purposes. Only time I would get would be the following weekend to visit Makro Amanzimtoti. - 16 December 2024: I visit and the lady checks on the system. She informs me she doesn't know where the TV is. Their record show that it was sent out. There must be a fault with Hisense because they must update upon receipt. She will follow up and get back to me the following day - 17 December 2024: I get a call from Hisense. They ask me, where is the TV? They want to dispatch a technician to come and access. They wanted to know whether did I leave it with Makro or is it in my position. Remember, Makro said they sent it to them. I then called Makro Head Office, logged a complaint. And I got a response the same day from Makro HQ that I should go to Makro Amanzimtoti on 18 December, they will have resolved the issue. I was a happy man. - 18 December 2024: I get to Makro Amanzimtoti, more stories. Zero accountability from their manager at the Returns department when I tell her that you guys have been lying to me, she stands I against the wall that she didn't lie. Seriously, how does Makro train their Managers? As a manager, your subordinates are you and you are them.

At this time, I was informed that the TV was dispatched today (18 December). And I asked what happened to 8 December? No response and accountability but nagging me about the 21 day policy. I am not sure whether Makro has the 21 day policy to cover staff incompetence or handle issues with suppliers but either way, that is what she felt proud of saying and defending.

I lost it and I just told the lady I want my money back. And she flat out refused to give me my money back until they get feedback from Hisense. And i really do not care about that, my trust is gone in them. I do not want to deal with all that in the future, I just want my money back and I will go elsewhere.