Bennet newly purchased Bennet Read Aerovac overheating, Makro refuses exchange

About 3 months ago we went to Makro Cornubia KZN to replace a small Bissel vacuum that proudly serve in our small apartment for 5 years. We drove a round trip of about 400km as we have no Makro in Richards Bay, but wanted a quality product Makro has always been associated with.

They also have in store people that assist and demonstrate vacuums. WE EXPLAINED TO THE SALESMAN IN MAKRO THAT WE TRAVELED FAR AND CANNOT AFFORD A BAD QUALITY PRODUCT THAT WILL GIVE PROBLEMS. HE SAID IF THERE IS A PROBLEM IN NEXT 6 MONTHS WE CAN RETURN IT TO MAKRO. As Makro no longer supp**** the Bisell brand, he proposed a similar Bennet Read Aerovac vacuum that would serve a simmilar need as per our home and usage.

Soon after purchase, the machine started getting very hot and giving a bad burning smell. We cleaned air filters and used as per instruction. This did not help and as it was new and hardly used we could not understand the problem. We used a similar machine in same way in same apartment for 5 years with no problems. The defective vacuum got progressively worse, and by December 2020 was too hot to even hold or use. It became a fire hazard and too risky to use. We realised that it is defective and decided to return it to Makro on our next trip down to Durban after new lock down Dec 2020 travel ban eventually ended and covid exposure risk was smaller.

On 25 Feb 2021 we returned product to Makro. As a disabled person I had to stand on crutches for about 50 minutes before getting to the front of que. Sadly Cornubia Makro returns agent N. Mthembu was not even prepared to look at my faulty unit and arrange a replacement exchange. She said they will keep it and I must come back another day. I said it was unacceptable as my travel cost is more than replacement cost of the machine. I simply want to exchange it for another one.

No one at Makro was even prepared to inspect the unit or even just open the box. They all flatly refused an exchange or refund saying they will send it away and I must return another day. I WAS AMAZED WHEN THEY INSISTED THAT MAKRO WILL ONLY GIVE YOU A REFUND OR EXCHANGE UP TO 14 DAYS AFTER DATE OF PURCHASE. No one told us this when we bought the unit.

I was amazed as we have had a lock down making it impossible to return earlier, and demanded an exchange. She then made me wait again while calling supervisor. I was getting angry with the poor service and lack of empathy, I have loyally supported Makro for decades but have never experienced this denial.

Luckily there was one chair for my wife and I to share as we were I made to wait again, my vacuum box still in front of me unopened or inspected. I was getting worried thinking of the many other larger much more expensive home appliances I have bought at this store, and what will happen if they go faulty considering that the after sales service from Cornubia Makro sucks and Makro is clearly avoiding responsibility.

Eventually manager Gen March came to confirm above. She tried every trick to deny any responsibity, from saying the machine was too small for my big house to the salesman that sold me the unit was wrong and somehow I should have known that their salesman does not knows vacuums. We dont even have a house and Makro was having Black Friday people doing promotions by people approved by them?

By now I was getting angry. Been there for almost an hour and I bought the machine from Makro and they sold me a faulty item. So manager March, knowing very well how far we traveIled, could easily exchange my product like with like, and then take up this serious issue with their supplier of the Bennet Read machine. Perhaps she had a duty to send the unit for thorough risk assesment.

On hearing the seriousness of the problem, and considering that machines Makro is selling could harm or cause fire hazard, she is oblidged as a manager in charge to have sent that faulty unit for inspection and exchange my unit. In stead she simply tried to pass the buck

By now I was getting more angry and told her to stop her lies and exchange my product. She insisted no exchange or refund, and said Makro does not take responsibility and blames Bennet Read for bad product received. We had to drive down over 400 km to be sent away empty handed. It makes no economic sense to drive back again, as it cost more than the machine.

After having stood on crutches for 50 minutes in a que and then having to wait again only having to listen to a Makro senior person making excuses why Makro takes no responsibility for products sold in their shop, my patience finally ran out and I angrily hopped out of there on my crutches knocking over the machine in the process, which was still standing in front of me unopened and not inspected.

We were promised that if it is faulty we can return it. No one at Makro was prepared to even look at the dud faulty product. They continue to sell the same Bennet Read machine even though there might be a serious flaw in the unit. But no correctiive action or product risk review is possible as after sales at Makro is not doing their job and investigating risky products they may sell. Its much easier to say you should have returned it 14 days after you bought it. DONT THEY KNOW WE HAD A LOCK DOWN? Will never shop at Makro again EVER