TERRIBLE CUSTOMER SERVICE

I bought a laptop at HiFi Corporation festival mall on the 5th of April 2023, and on my 2nd time using it the screen couldn't switch on and I then returned it to the store on the 8th of May 2023, I have been doing follow ups since then and every time am told its still under assessment. Today it's the 8th of June I asked them for a refund and I am told its not possible as the laptop is still under assessment, I asked them how long is it still going to take because today marks 1 month since I returned the laptop and the lady couldn't answer me.