Unsatisfied customer service

Unfortunately I had to tick one star, but I would never had if that was an option. Most unpleasant experience ever from Makro Cornubia and Makro in general. Bought an air cooler on 26 November 2023. Try to return item because it was too noisy and low. Only used item once. Store refused to accept item because it was used. Referred my complaint to the senior management team and response was

Good day Mr Naidoo

I have taken your query up with senior management and they have decided not to accept the unit back as it was opened and used. I understand that you did not use much as it was found not suitable. We have a 14day return policy if the item is not what you want, however the product must be sealed, unopened and unused.

I regret to inform you that in this instant we cannot take the unit back in store.

Kind Regards

Naasif Dastagir

Response from Makro. Question is, How does a client know if the product is working or suitable if you don't try it. Absolutely shocking response from the management team. We as consumers need to be mindful and carful when buying from Makro because if you use the item even once, you cannot return or exchange the item with the store and it even seems the senior management of Makro have the same motto to customer service. So we should be very careful and mindful when dealing with this retailer even if you are regular customer as when it comes to exchanges you can see the hassles.

I will definitely not support this retailer in the future, but also think it is important for us as customers to know and understand that if you want to exchange an item, you are definitely going to have an unpleasant experience. Some thing to share with all.