Serious food-safety complaint – Makro Cornubia and complete lack of follow-up

I purchased a box of chicken thighs from Makro Cornubia on 27 July. While preparing and cooking the chicken, I discovered green discolouration underneath the skin. I immediately raised a complaint with Makro and supp**** photographs and my proof of purchase.

Makro Customer Care acknowledged my complaint and advised that the matter had been escalated to the branch. I was then instructed to keep the remaining chicken and return it to the store for investigation.

I explained that I was not prepared to put potentially spoiled chicken back into my refrigerator, as I was not willing to risk contaminating the rest of my food or potentially exposing my family to foodborne illness.

I nevertheless offered a completely reasonable solution: Makro could arrange for a driver to collect the product from me that same day for investigation. I specifically asked them to confirm urgently whether they would arrange collection before I disposed of it.

Straight after the telephone call stating this i then receive an email from GUGU, Makro Customer Care apologising and again telling me to return the remaining chicken to the store. I responded immediately, again offering collection and explaining my concerns.

It is now 17 August and nobody from Makro or the Cornubia branch has contacted me.

I find this unacceptable.

This is a food-safety complaint, not a minor customer-service query. I have cooperated fully, provided photographs, provided proof of purchase and offered the store an opportunity to collect the product for investigation. I cannot understand why it should take this long for a store manager or appropriate food-safety representative to contact a customer regarding a complaint of this nature.

I also find it unreasonable that the proposed resolution appears to require me to store potentially spoiled food in my refrigerator before I can receive assistance or a refund.

Makro needs to explain:

Why nobody has contacted me despite the matter supposedly being escalated to the branch. Why no collection was arranged when I offered this option immediately. What investigation has been conducted into the chicken and the relevant batch/lot. What steps are being taken to ensure other customers have not purchased chicken from the same batch. How Makro intends to resolve my loss and inconvenience.

I am extremely disappointed by the lack of urgency and follow-through from a major retailer when the complaint concerns a potential food-safety issue.

Makro: I am still waiting for someone from the branch or your appropriate quality/food-safety department to contact me. This matter has already been outstanding for far too long.