Urgent Complaint – Counterfeit Product Received

Urgent Complaint – Counterfeit Product Received & Unacceptable Return Process

I am writing to formally lodge a serious complaint regarding an online order I placed on Friday for Atheeri Perfume by Lattafa. The item was fulfilled by a third party seller on your marketplace.

Upon receiving the package today, I discovered that the seller had sent me a completely different product, ASAD, which I did not order. Furthermore, when I scanned the barcode for authentication, the check failed, confirming that the product is counterfeit.

Selling counterfeit goods is *******, and it is deeply concerning that Makro allows third party sellers onto your platform without proper vetting or quality control. This is not only negligent but puts consumers at risk.

To make matters worse, your return process takes three days, and the refund process takes approximately 20 days, which is entirely unacceptable given that the issue stems from your marketplace’s failure to prevent counterfeit goods from being sold.

I will be reporting this incident to the Consumer Goods Council of South Africa, as this level of oversight and customer disregard is unacceptable for a retailer of your size and reputation.

I expect this matter to be addressed urgently, and I expect a full refund to be processed without delay.