THEY DO NOT HONOUR THEIR WARRANTIES!

Would give zero stars if I could. DO NOT BUY ANY APPLICANCES FROM MAKRO!

In 2017, my in laws bought a Hisense fridge from Makro Cape Gate. At the time they got good customer service. They were given a 5 year warranty. They arranged collection of the fridge. They gifted the fridge to my partner and I subsequently.

My partner and I then experienced issues about a month ago where the fridge was not cooling. Hisense came to re gas the fridge, but unfortunately there was an internal leak. Hisense then informed us and the Makro head office that we needed a new fridge as the leak would be too costly to repair.

We thought this would be a relatively simple process. However, after 3 weeks of painful calls between both Hisense and the Makro head office, who both clearly did not know what was happening, the Makro head office finally told us it is actually the Cape Gate branch that is holding them up. After three weeks, whoever was responsible for merely clicking 'approve' on the credit has not done it. Neither myself nor the head office could get through to the Cape Gate branch without staying on hold for 30 minutes or getting dropped. Every day there was a follow up, every day head office 'escalated', but whoever the *********** idiot is who is responsible for credit and returns, has just not bothered to check their computer and approve the credit!

Eventually, despite living far away, my in laws went in today to ask where out credit is, considering that it is virtually impossible to reach them via phone call. Clive who works at the Cape Gate store is utterly useless and rude and tried to firstly tell them the fridge was out of warranty, despite Hisense already being there to fix it under warranty! This shows you how well the people working in returns know their own business! No one wants to take responsibility, and it makes you wonder how they treat other customers?

As of now, I've been sitting without a fridge for 3 weeks because Cape Gate returns division cannot process credit which a customer is entitled to. I have been extremely patient these last few weeks, but unfortunately this is in direct contravention of s56(2) of the Consumer Protection Act. Maybe they'll take action at the Consumer Tribunal more seriously that this so far.

Makro, you should be ashamed to associate yourself with this branch!

And customers, I urge you to spend your money elsewhere!