Leroy Merlin lack off feedback

I bought a product online. When delivered it was not working, I thought maybe it is I who cannot use it and went in to their store in Little Falls and they also could not get it to work. I tried logging a return on the Leroy Merlin portal but struggled to, the team there advised me that their site is not working properly and I sent them an email on the 19/12/2023, Lerato Makhoba responded with query ref 819646. I followed up via email on the 21/12/203 as I didn't hear from anyone. Long weekend came and I understood, 27th heard nothing from them and I have just done another follow up. I highly doubt that I will hear from them. So if I have not heard from anyone telling me how to log a return and get my money back (product price plus delivery fee) by the 29/12/2023, I will have no choice but to log a complaint with the National Consumer Commission.