Continuous Problems and Bad Customer Care

I have already written a review regarding my previous issue, which was that my parcel ordered on 2 December was not being delivered. It had been sitting with the courier since 11 December but did not arrive until after Christmas. Eventually when it did arrive, the box and the unit inside was badly damaged. I assume it was the courier's fault as they had had the unit since 11 December and probably just tossed it around for days. I thus complained and organised for Makro to collect it for replacement. The unit was collected 8 days ago. Since then, I have received no feedback from Makro regarding receiving my replacement. I cannot get through to anyone on the customer care line and no one has contacted me with any feedback. The lady who I was corresponding with via email has not responded to my last 5 emails. This is not surprising as during my last tirade about the non delivery, every day someone said they would revert back with feedback and then no one did. I am honestly at my wits end as I don't know who to contact anymore. I have thus requested a refund, including the delivery cost in order to purchase from a more reliable company.