Wish there was a 0 rating. Makro is useless

Terrible communication and no resolution from Makro

I purchased a couch through Makro Marketplace. The couch was damaged by the courier before it ever reached me. I have never received, touched, accepted or signed for the couch.

Makro has known about the problem since last week, yet I still have neither a replacement nor a refund.

The most frustrating part has been the customer service. I have contacted Makro repeatedly via WhatsApp, only to be transferred between agents and departments and told that the matter is being “escalated” or that they are “waiting for feedback”.

This same escalation was supposedly done last Thursday, yet today I am essentially being told the exact same thing again with no clear outcome or timeframe.

Even worse, agents repeatedly close the chats before actually resolving the issue. They type our a general response and when I want to reply I receive a message asking me to rate the service, and when I respond again, a new chat starts with a new agent and I have to explain the entire situation all over again.

Makro is now saying the damaged couch must be returned by the courier to the supplier before my refund can be processed. I don’t understand why I, as the customer, must carry the delay of a courier/supplier process involving goods that never reached me in the first place.

I am not being unreasonable. I have asked Makro for one of two simple resolutions:

Send me a new, undamaged couch within a confirmed timeframe, or refund me.

Instead, I keep receiving apologies, promises of escalation and requests to wait — but no actual resolution.

I would appreciate someone from Makro who has the authority to resolve this matter actually taking ownership of it and contacting me with a concrete solution rather than sending me through the same customer-service loop again.

Today I followed up and the agent told me my couch is out for delivery today. Not even aware of the damage or return🙈 Wish I could attach these screenshots.