DISGUSTING customer service

Most useless customer care and service Bought a vacuum from them. It’s still under guarantee. I sent it in 4 times already as every time the suctioning function does not work By the 4th time I made it clear that I want my refund and not a “fixed” vacuum or credit. The lady at Rosebank office tells me to call their supplier directly because she is not winning with them. As a customer why would I be doing Hi Fi corps jobs for them???? When I call the rosebank office and they did not follow up on my query they give excuses like “she’s in the bathroom and will call you back, or she’s on leave “ Been waiting for over a month already and no refund has been processed ,going to consumer ombudsman now as this is ridiculous. And apparently head office doesn’t deal with customer complaints the branch must deal with it.