Worst online service

Makro South Africa I am extremely disappointed with the service I have received and feel compelled to formally raise this complaint. I purchased a refurbished laptop from you online on 28 November and received it on 3 December. Upon receipt, I discovered that the keyboard was not functioning properly. I initiated a return the very next day, 4 December. The courier was scheduled to collect the laptop on 8 December, but no one arrived. I had to call and follow up myself, as this inconvenience required me to stay home waiting. The courier eventually collected the laptop on 15 December. On the same day the laptop was collected, I received an email stating that my return request had been rejected. I immediately called customer support and was advised to initiate the return again, which was shocking considering the laptop had already been collected. Since then, I have initiated three additional return requests, all of which moved from approved to rejected without explanation. During this time, I was forced to make an additional Payflex payment for a laptop I never used and no longer had in my possession, simply to avoid penalties. As of today, 2 January 2026, I have been waiting almost a month for my refund. All I want is my R4,000 refund. This delay is causing me significant inconvenience and financial strain, as I could have used this money—together with my outstanding payment—to purchase another laptop that I urgently need. Instead, I have been forced to repeatedly call your support team, spend money on airtime, and continuously follow up just to receive assistance that should have been resolved long ago. You can do better. This experience has been extremely frustrating, and I expect this matter to be resolved urgently.