Appalling customer service

Makro delivered a fridge a week late after the scheduled date. Two days later I logged a return as the fridge is faulty. I've been waiting for the collection and refund for an additional two weeks now. I've sent countless emails, made daily calls to the branch as well as the national contact centre and spoken through the online chat service. None of the staff can confirm if and when the collection/ refund will take place or empty promises are made which no doubt don't materialize.