Disappointed, disgusted and desperate for a response

I am very disappointed and disgusted with the experience I have received from Builders warehouse. We purchased the Ecoflow Delta max in February 2023 which set us back R41k. In May 2023, we had an over load error, which we tried to fix will the help off online support. Unfortunately, nothing worked and eventually my husband took it back to the Midrand Builders branch on 3 June 2023. After several follow ups, we received feedback on 18 July 2023 that we could either take a replacement unit or get a full refund. We decided that a full refund would be the best option. All forms for a refund was completed along with all requested supporting documents. Again on the 25th, i was requested to send more documents, but today 7 August 2023, we are still waiting for that refund. Emails are not getting responded to, and neither do our phone calls. This isn't a little money, and we are also suffering as the loadshedding continues and we need the money to make alternative plans.