Aweful aftersale service

I purchased a gas oven from Makro online during December 2022. It was delivered on 21 December 2022. When I wanted to put it in its designated space in the kitchen, it was too large. I logged a request for return and refund on 22 December 2022 and immediately got a reply that I would be contacted within 3 to 5 working days.

I was not contacted.

I sent a follow up e-mail on 6 January 2023 and received a reply on 11 January merely stating that they are working on resolving the issue.

I sent another e-mail on 18 January to request feedback as I was still not contacted. No reply.

I phoned Makro Care Centre on 24 January and was advised that they are still waiting for feedback from the 3rd party supplier being Ferre SA and could not provide me with any more information or any timeline but confirmed that they would update me within 48 hours.

Once again this time has passed without any contact and no resolution.

I have been sitting with an oven in my house which is too large, takes up all the space in my kitchen, I cannot use it because then I cannot get refund, and I cannot get refund so I cannot buy another one in the correct size that I can actually use. This is over a month!

I have shopped with Makro every month and am truly disappointed in the appalling service I am now receiving!