Bad service from makro

I am disappointed with Makro’s service….. I bought 2 power storage devices online on the 21 February 2024, The first device stopped working requested refund was done successfully now the second one also stopped working logged a request for refund 28 October 2024 Ref *** Makro never called me or organise collection of device. I call almost every day to do follow up they keep on saying they are escalating. Last week Friday I called and they promised that one of their senior managers will call me with feedback till today . I am sending emails they don’t respond. Makro please refund my money