Should this be titled: *****/Incompetence/Bul****/Zero respect for their customer?. Is Massmart Holdings Limited Aware?

Approximately 3 months ago I made a purchase of a double door Hisense fridge using my RCS credit card. The online application was directed to Makro, Pietermaritzburg. Upon delivery, I had noticed a dent on the side of the fridge, which I had noted on the delivery note. Whilst, operating the door, I had noticed that there was insufficient sealing after closing the door. The day after the delivery I reported my concern and requested for an immediate exchange with a proper working fridge. I was told that a technician would need to confirm the defect. I had disagreed to this request and requested an exchange as this would be a double trip to home and unnecessary fuel cost to my pocket having to travel twice. I was prepared to make a single trip. I was requested to send through images of the Quality in defect as well as images of the box, which I did. Two weeks had gone by and there was no response from Makro. I had then prompted the conversation requesting for an urgent response. Communication had taken place via emails, phone calls (Mobile cost) and having to travel to the store to gain traction on the matter (fuel Cost). After 3 weeks I was bul**** into having to go to my house because the Technician decided to pitch up with no consent or no appointment in advance. I have had to immediately take leave from my job. After the technician had inspected the fridge, he confirmed the defect in Quality. I was promised by the Makro that I would receive a discount for the inconveniences caused. Again, the management of this customer concern was disgraceful. When I queried regarding the discount, the matter went silent again, once more, I, the Customer had to prompt the communication. I had requested to be credited as I would choose another brand as I was unhappy with the Quality of the Hi-sense product, I had given the person dealing with my matter a few options of the fridge I would like and request how the discount will carry through. It appears that this simple task could not be followed through. I was told to come into the store and pick a fridge. At this point the communication regarding the discount had change to; “we will give you a discount if possible’’. I arrive at the store. My choice of fridge had moved to the Defy fridge which at that time was R11999.000 The price I had paid for the Hisense was R11499.00. There was a R500.00 difference. I had requested that I be discounted the R500.00 for my inconveniences as I was promised a discount. I was told this was not possible. I then requested for the next Senior Manager, following the hierarchy, eventually there was a number of Managers who had come to the floor, rejecting my request for the discount to reimburse my inconveniences. After some time one of the Manager’s said that they will give me a discount of R70.00. This statement was a complete insult to me as a customer, as my inconvenience had costed a lot more. Eventually I walked out the store in complete disgust. Noting an absence in Managerial skills. (in my opinion.) The next day I was called by Makro, requesting that they will credit me for the fridge and refund my money. Although, I agreed, I was extremely disappointed with the way my case was dealt with. It appeared that Makro Pietermaritzburg wanted to absolve themselves from this matter. Three months have now passed, and I have not been refunded my R11500.00 nor credited my refund to my RCS account. In three months, I have had to pay instalments on the fridge which I never had owned. I would like to be reimbursed for the instalments on my credit card, my inconveniences and refunded my R11500.00. What disappoints me further is that this issue was raised right to the Senior Managers level, and there has been no follow up on closing out this case approximately, or closing it out at all? How are customer complaint’s being addressed? Are there no auditors auditing this process? Is this process in alignment to the Consumer’s Act? (it is required to be). For the last time, can I please get a sensible Manager to call me. It appears these managers hide behind the assistant manager all the time to address my issue. I want my issue addressed with a competent Manager to who my case will be escalated too, STOP de-escalating my case by letting the assistant Manager address my issue after it has been raised up the hierarchy. (This is a non-ethical practice). I hope I have been clear enough. I want my matter to please be resolved appropriately. I have not been taken seriously by Makro Pietermaritzburg to date. To what extent must I proceed to, to be taken seriously? I expect to be treated like a customer and not like I owe you something.