Unresolved Return and Lack of Communication from Makro

I purchased this watch as a gift for my niece’s 8th birthday. The courier service collected the product for return on 4 December, as nowhere on the Makro app or within the product reviews was it stated that the device does not work with the app as advertised.

As of 11 December, I have still not received any email, message, or phone call confirming that Makro has received the returned product or advising me of the next steps. I have already phoned twice and was placed on hold each time, only to be told by the manager that the supplier is “still reviewing” the item.

How long does it take to review a returned product? And how am I supposed to explain to an 8-year-old, who was excited for her birthday gift, why there is still no outcome?

This level of service is unacceptable for a company as large as Makro. I urge others to think carefully before ordering online from them.