Bad Service

I purchased an electric kettle from Makro, I discovered that the kettle has some defects, I returned and requested for a refund, they came and collected the faulty kettle, up until now I still have not received my refund. Today contacted them via WhatsApp, I was assisted by Phumzile and she told me that there is no return logged on the system. After attaching screenshots of my return order that's when she started been serious to investigate what happened.

Makro online they are very *********** they take clients for granted. And they must change the way they handle return orders, they must have an option of replacement as well other than refund only.