Unresolved Quality Issues – Disappointing Customer Service from Makro & Verimark

I am deeply disappointed with the lack of resolution and poor service received regarding my faulty machine purchased from Makro on December 30, 2023. After only a single use, the pipe broke, leading me to immediately return to the store to request a refund—an entirely reasonable expectation given that a brand-new product should not fail so quickly. Instead of honoring my request, I was assured of the machine’s quality and given a replacement pipe from another unit. Despite handling the machine with extreme care and limited use, further failures occurred, culminating in a non-functioning pump after just four uses over a 14-month period. When booking the unit in for repairs, I expressed my dissatisfaction with its poor durability, yet only the pump assembly was replaced—an unacceptable outcome for a product that has failed multiple times with minimal use. What is even more frustrating is that Makro, despite being copied on multiple email communications, has completely ignored the issue, failing to provide any response or support throughout this process. The final response from Verimark merely reiterated company policy while refusing to acknowledge that the machine’s repeated failures indicate an inherent defect, not standard wear and tear. The fact remains: I purchased this unit expecting reliability, and instead, I am stuck with a product that seems destined for constant repairs—something I refuse to tolerate. I am outraged by the dismissive handling of my complaint and the lack of accountability from both Verimark and Makro. This experience has severely eroded my trust in both companies, and I believe potential customers should be aware of the risk they take when purchasing a supposedly “quality” product backed by poor service. I demand that this issue be fairly addressed. A refund or a more durable replacement should not be an unreasonable request for a product that has proven to be anything but reliable.