Urgent Complaint: Failure to Collect Defective Air Fryer – Order #MAK***

Dear Makro Customer Support,

I am writing to formally lodge a complaint regarding my recent experience with Makro Online.

order #MAK***

On 18 January 2025, I placed an order for a Kenwood 7.5L Manual Airfryer with Glass Window (Order Number: MAK***), which was delivered on 20 January 2025. Unfortunately, after only three uses, the air fryer stopped working. As a result, I logged a return request on 6 February 2025, and a collection was scheduled for 9 February 2025.

However, Makro failed to collect the item as scheduled and did not provide any communication regarding the delay. Despite multiple follow-ups via phone, my calls have gone unanswered. I then attempted to resolve the matter through your WhatsApp support line, but the experience was extremely frustrating. Each time I explained my issue, I was transferred to another agent, forcing me to repeat my concern repeatedly. Eventually, the chat would be closed without resolution. As I am at work during the day, I do not have the time to constantly monitor WhatsApp, only to be passed between agents with no progress made.

I do not want a refund—I require a replacement for the faulty air fryer. I kindly request an urgent resolution to this matter. Please confirm the next steps and expedite the collection and replacement process.

Should I not receive a satisfactory response, I will be left with no choice but to escalate this complaint to the Consumer Goods and Services Ombud for further intervention.

I appreciate your immediate attention to this matter and expect a prompt resolution.

Return Refrence number - ***6