Two Faulty Hisense Machines from Makro — 50+ Days, No Refund, No Collection

I purchased a Hisense 10.5kg washing machine from Makro on 20 October 2025 (Order OD***). On the very first cycle, water poured out the bottom of the machine. I reported it on 21 October (Ref 1LUM1). Makro staff—Leora Jansen, Begonia Geduld, Lucrecia Ghall, Anika Van Der Berg, and Athandiwe Gusha—were involved, yet the issue was dragged out due to incorrect contact details being given to Hisense despite me repeatedly providing the correct number.

Makro eventually collected the first faulty unit and delivered a replacement. The replacement arrived physically damaged (bottom left back corner dented in). I immediately sent photos. Even though the damage was clear, it took weeks before Hisense finally sent a team on 1 December. Three people arrived, unprofessionally presented, only to confirm the same damage shown in the photos.

I was told Makro would collect the damaged replacement and process a refund. Neither has happened. As of 10 December, I am still sitting with the damaged machine, and no refund has been issued.

Since 8 December, every time I phone Makro Cape Gate, the call is either cut off, I am told someone will call back (no one does), or my request to speak to management results in the call being ended.

I have now been without a working washing machine for 50+ days, have received two faulty units, and have experienced constant delays, no communication, unprofessional service, and now calls being dropped. This is a clear violation of the Consumer Protection Act.

I am requesting immediate collection of the damaged replacement and immediate processing of my refund. No further delays or excuses.