********** service received from Makro

If I could rate the service my family and I have received from Makro a 0/5 I would We bought a washing machine on the Makro app, that was on a Black Friday special. The service with regards to taking our money and delivering the machine was excellent. We ordered the machine on the 28th of November and it arrived on the 2nd of December, due to load shedding and work, we only got the chance to test it out the next day. When we tried to use the machine we connected all the pipes and plugged it into a working socket, to our disbelief the BRAND NEW washing machine that we paid R5500 for, did not switch on... at all. I requested and exchange on the Makro app and received a conformation email that my request had been logged. I was told that a technician would first need to come out and verify the issue, I requested that the technician come on the 6th of December because my husband and I would both be home. No one showed up, no one even bothered to call, when I queried this, there was no response. A technician eventually called and scheduled an appointment, which I of course agreed to. The technician that came out was from DEFY, he confirmed that the machine is DEFINITELY broken, and said it was the PC board. He said we could either replace the part or request a new machine, of course we requested a new machine to replace our BRAND NEW BROKEN machine. Makro had emailed me and said that a Makro technician would have to come out and check the machine, surprise surprise no one came and there was 0 communication from Makros end.

A few days passed and after emailing Makro multiple times without any reply, my mom decided to call Makro on the 19th of December, 17 days after our request for a new machine. After telling the Makro employee the whole long story, he told us that he would "escalate" the situation, we waited for a week to pass, receiving no new information from Makro, to see what exactly they had done to escalate our grievance with them... again they had done NOTHING.

Reaching our breaking point my husband decided to step in and call Makro head office and only after showing actual anger was he taken seriously, he has phoned Makro day after day trying to get this situation sorted out, we were told it would take another 2-3 WEEKS before we could get another machine, so we simply requested a refund and here we are on the 4th of January with a broken piece of s****, down R5500 and spending hundreds of rands at the laundromat because we still need our washing done.

My family and I are immensely disappointed at the lack of service provided by Makro, I would recommend never using the Makro app, and I doubt we will ever support Makro again.