Useless customer service team and store team

On October 23, I placed an order for a deep freezer because our old one had broken. The payment was promptly processed, and I received regular updates until the item was delivered the next day. However, upon opening it, I discovered it was dented. I immediately logged a return request on the same day it was delivered.

The following day, a store representative called, assuring me that the issue would be escalated to the delivery team and that I’d receive feedback by Monday. The weekend came and went with no updates. On Monday, I spent the entire day calling the call center, where I was repeatedly redirected back to the store without any clear feedback on when the damaged item would be collected.

Today, October 29, after wasting a considerable amount of airtime trying to get an answer, I was told they were “awaiting the courier to accept the return.” When I asked if they could follow up with the courier, they did nothing. I even reached out to the courier myself, who informed me that the store still hadn’t logged the return.

I am still stuck with a damaged item, no updates from either the store or courier, and no indication of when the item will be collected. This is especially frustrating given our broken freezer and the extra money I’ve spent calling for assistance. When I requested to speak to a manager at the call center, I was told they were “in a meeting.” A similar request to the store was met with, “They’re busy.”

This is unacceptable customer service. @Makro, your e-commerce platform is failing miserably. Stick to in-store Black Friday sales if you’re not capable of handling online orders professionally.