Worst customer service

11 DAYS WITHOUT A FRIDGE/FREEZER due to Makro's poor customer service.

Our DEFY fridge/freezer was faulty within LESS than 6 weeks after purchase in 2024. We requested a replacement, but Makro sent the query to DEFY and a technician was sent to "repair" the Fridge/Freezer. After only partially resolving the issue, the fridge BROKE COMPLETELY within less than 10 months after purchase.

I phoned them to log a fault, but the customer service representative neglected to do so. So after two days, I sent a follow-up email. My query was ONLY LOGGED 3 DAYS after the initial complaint.

I was informed that I have to wait up to 72 hours for a DEFY technician to phone me only to schedule an assessment.

After MANY calls to both MAKRO and DEFY, the only thing the customer service representatives can do is "escalate" the query, which yielded absolutely NO results.

The technician finally phoned to schedule an assessment 11 DAYS after the complaint was originally made - KEEPING IN MIND THAT THIS DOES NOT MEAN THE FRIDGE/FREEZER WILL BE REPAIRED OR REPLACE YET.

We have lost over R 5 000 worth of food, with no cer*****y as to when the issue will be resolved.

MAKRO previously ignored our request to replace the unit, and has done so once again.