Makro and refund problems

Equaliser123

Makro_UK wrote: »

Hi Gracie,
Sorry to hear you've had a problem with a product you bought at Makro. Other contributors to the thread are quite right in that Makro is a trade-only outlet so normally you'd need to speak to the manufacturer about this fault.


However, given that we are approaching Christmas and we don't want our customers to face any additional stress at this busy time, we'd be happy on this occasion as a goodwill gesture to offer you a free replacement.


So, please email your details to [EMAIL="customer.services@makro.co.uk"]customer.services@makro.co.uk[/EMAIL] including your customer number, contact details, product details, the store where you made the purchase and the date you bought it. Please refer to this thread in your email. We'll be in touch to arrange a replacement.


Anyone wishing to see full details of our usual returns policy can find them on our website - we'll post a link to this once the forum is certain we're not spammers!

Best wishes,
Makro UK.

Couple of points - you have to be approved to post on behalf of a business.

Secondly, you are wrong in law.

vikingaero

Equaliser123 wrote: »

Couple of points - you have to be approved to post on behalf of a business.

Secondly, you are wrong in law.

This is where the problem lies. The Makro staff are indoctrinated to refuse refunds and palm customers off to the manufacturer. When those at the top spout this misinformation then what chance do Makro customers with defective goods have?

Me? Given a choice of Makro or Costco. It's Costco and their amazing guarantee everytime. I can't remember the last time I used my Makro card.

clever_username

Makro_UK wrote: »

Hi Gracie,
Sorry to hear you've had a problem with a product you bought at Makro. Other contributors to the thread are quite right in that Makro is a trade-only outlet so normally you'd need to speak to the manufacturer about this fault.


However, given that we are approaching Christmas and we don't want our customers to face any additional stress at this busy time, we'd be happy on this occasion as a goodwill gesture to offer you a free replacement.


So, please email your details to [EMAIL="customer.services@makro.co.uk"]customer.services@makro.co.uk[/EMAIL] including your customer number, contact details, product details, the store where you made the purchase and the date you bought it. Please refer to this thread in your email. We'll be in touch to arrange a replacement.


Anyone wishing to see full details of our usual returns policy can find them on our website - we'll post a link to this once the forum is certain we're not spammers!

Best wishes,
Makro UK.

Oh boy. What have you let yourself in for!

George_Michael

so normally you'd need to speak to the manufacturer about this fault.

Why?
In the UK, maunfacturers are not legally obliged to provide any form of warranty/guarantee.
The purchaser of the goods does not have any contract with the manufacturer (unless they are selling directly to customers).
The contract is between the retailer (Makro) and the customer, hence the responsibility for faulty goods lies with the retailer (Makro).

MrRedundant

Of course whilst equaliser is right it would be an issue if people didnt the questionable act and falsely sign to say they where purchasing on trade business when its for personal purchases.

vikingaero

MrRedundant wrote: »

Of course whilst equaliser is right it would be an issue if people didnt the questionable act and falsely sign to say they where purchasing on trade business when its for personal purchases.

Whilst the purchaser may be complicit then so are Makro. There's no way you could purchase most of the "home retail" stuff from them and resell it at a decent profit to make a living. And most businesses wouldn't buy the home retail stuff. Makro need personal purchasers or they wouldn't sell half the gash they do.

Equaliser123

vikingaero wrote: »

Whilst the purchaser may be complicit then so are Makro. There's no way you could purchase most of the "home retail" stuff from them and resell it at a decent profit to make a living. And most businesses wouldn't buy the home retail stuff. Makro need personal purchasers or they wouldn't sell half the gash they do.

Completely agree.

Anyway, whilst Makro could terminate a customer's membership, not much else they could do.

shaun_from_Africa

In my local Makro I would estimate a good 25% of all customers are not buying for trade purposes.

It's not really that difficult to tell. All you have to do is have a quick peek in their trollies. single packets of food items, one bottle of booze, 1 Christmas pudding etc.

Even though Costco is open to retail and trade customers, I think that they get more trade buyers than Makro do. (probably due to a combination of better customer service, lower prices, and always far more checkouts open.)

clever_username

shaun_from_Africa wrote: »

In my local Makro I would estimate a good 25% of all customers are not buying for trade purposes.

If not higher.

Jennifer

Took a leaking kettle back to Makro today - over the 1 year g'tee period. Got as far as the duty manager who repeated the "we are wholesalers and not bound by the SOGA". A discressionary refund was not offered either.
You may as well bin goods over a year old if bought from Makro. In future I will only buy certain consumables there.

J