UNPROFESSIONAL - MAK*** - ***7

I wish to relate my experience with Makro Online; Bottom Line: Bought a TV Box in December 2024, Box was open and used. Reported it to Makro, was told it would be picked up within 2-3 Working Days it is now ONE MONTH later. 1. Box and accessories were opened. Remote already had used batteries inserted 3. somebody else's account was on the device. 2. After several unsuccessful attempts, Return was eventually logged on 30 December 2024 (MAK*** -***7). 3. Since 30 Dec, my wife has made calls every 2-3 days with promises of "scheduled pick-ups", "escalations" etc. Consultant : Simon Sam 23/1/2025 Ticket #*** 4. I called on 30 Jan 2025 and INSISTED to speak only to a Senior Manager. After keeping me on hold for 9 mins I was told by the consultant "that unfortunately ALL Managers are currently too busy", but she has escalated the issue. I told her that NONE of the previous escalations worked, neither did ANYBODY get back to us. She committed to personally making sure that someone would get back to me before 16:30 . Consultant Mularo Machakiri (10:00) Ref no. ***. 5. Status as at today... NOTHING!!

The reason for this review is not so much because of the item, but rather to pose the ffg. questions; - At what point does this become a priority to Makro? - Is this type of unprofessional conduct acceptable for an Organization the scale of Makro Trading? - If an item is not fit for sale it should NOT be dispatched to customers who pay the full price, expecting to receive brand new item as a minimum standard (the device has completely stopped working) - This type of run-around is more typical of "****-like" behavior

Responsibility taken and a response would be highly appreciated

Regards Shaun Peters ***