I took an iron to Game Northgate for an exchange since it stopped working and it was within the 1 year guarantee. I was assisted by Matilda Joubert who stated that the store could not do the exchange, but rather they could send it in for repairs. She said that their policy was that they could only do exchanges for items that have been returned within 3 days of purchase, otherwise they will send it in for repairs. I then asked as to what would happen if it gets damaged next month, as by then it would be out of guarantee, she then said that it would be my loss.
I find that unacceptable, as I am a regular customer at Makro, which is part of the bigger Massmart Group. I make purchases and returns, and not once have they ever responded in that manner at Makro. Matilda Joubert also stated that their store is not a wholesale store like Makro, so the rules that apply there, don't apply at their store.
All I want is a new iron
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