Bad Customer Service.

On 3rd of May 2024, I bought a TV box and it was delivered on 18th. When I used the product I found out that it does not meet my expectations. The remote freeses frequently and as such I tried to return it via only platform which didn't allow me to proceed with the return. After struggling with the online platform I then send an email[18/05/2024] to the online and I subsequently received a response from a Sheila Bennett. She asked me to send my return request information to her and I did as such. I haven't received any feedback/response from her since. I am not sure whether or not this is a deliberate delay to disqualify me for my refund. I am not happy with how Makro customer service, their customer satisfaction is clearly not their priority.