Service very bad and damaged product delivered

On 20/04/2026 I bought a fridge from Makro for R4999 it was brand new, however i received a used fridge wrapped in a plastic. I logged a return on the 23/04/2026 and sent the pictures as request by siphiwe Gama which is the consultant that responded to my return. After sending the pictures no correspondence received from the store as by the consultant that I sent the pictures to which is Sphiwe Gama. On 28/04/2026 I called to the customer care number I spoke to Thabiso Bota and he confirmed to say pictures were received and the matter is still under investigation n o must wait for the investigation to take place. On 01/05/2026 I received an email from Makro stating that the return have been rejected. I called the customer service were I spoke to Mbali Mdluli who told that she can that I spoke to thabiso and she escalating the matter n i then requested to speaker to Sphiwe Gama but I was told that head office doesn’t operate during long weekend.

I wrote an email to Makro stating that I have sent the pictures as requested i therefore requested the matter to be taken up with Sphiwe Gama since I sent the pictures to that consultant.

On 04/05/2026 I called again for the follow up of my return I spoke to Dineo and she said she escalating the matter again ro the head office and she said I can’t take back the fridge to any Makro store because the fridge was taken from the warehouse. I called the head office number which dineo provided but is not working .

Till to date no 1 has contacted me to arrange for the collection and delivery of the new fridge as requested and when I was contacted on 01/05/2026 by Lucretia she said she have noted the request to either refund me the money I bought the fridge with or bring me a new fridge.

As is today i no longer want the fridge I want my money back and they must come and collect the fridge as soon as possible. I am not willing to wait for the turn around time for the refund I want it with immediate effect. I have been waiting since the 24/04/02026 to date with respond from Makro.

Below is the email I sent to Makro

Good morning

How is my Return Rejected? I have sent the pictures as requested to the email that I received from Simphiwe Gama and I called on Tuesday I spoke to an agent by the name of Thabiso Bota who confirmed that the pictures were received and the matter is still under investigation.

I am requesting that you listen to the call were the agent confirmed that the pictures have been received.

I called again today 01/05/2026 I spoke to an agent by the name of Mpumi Mdluli and she says I can not speak to Simphiwe who is based at your head office and your head office is not operating due to the long weekend i must call during week days.

I am not happy with the service I am receiving from Makro , I therefore request a refund if is not possible for the exchange.

I am not going to send the pictures again because I have already sent them to siphiwe/ Sphiwe Gama .

Please tell Sphiwe to forward the pictures to the relevant department. And I am not willing to wait another 7 days for the return to take place .

Thank you .

Below is the email received from Makro

Dear ISABEL MASHABA, We’ve had to reject your return request. Reason: We haven’t received your feedback as requested Based on our assessment and policy, the product doesn’t qualify for a return. Please contact us at ***if you have any questions. Return Request ID: *** Regards, The Makro Team .

The order number is: *** Defy 247 L Double Door Fridge Bottom Mount Fridge R4999.

Thank you

Your assistance will be highly appreciated. Email: *** Contact: ***