Appalling customer service

I am absolutely appalled by the service I am getting from Makro.

I bought a TV, which has faults. I tried to return it close to two weeks ago and I was advised that once turned on I cannot exchange it.

I then wanted to log a fault, which is still pending submission, almost two weeks later.

I had the TV at the stores, and they advise they cannot take the TV.

The longer this process goes on, the more time I cannot use the TV and the more problems I foresee.

I am "in contact" via whatsapp, which does not get answered.

What are my next steps in getting this sorted as I am losing what little patience I have left with Makro.