Disgusting cutomer service

I shared the following email with Makro on the 2nd of March after weekly calls to follow up from the 30th of January, today is the 23rd of March. the last agent I spoke to advised that I drive 2hrs from home to Makro because they have a lot of other unresolved issues. This is by far the worst online purchase I have ever experienced... and I am one of those that prefer online shopping because of a busy schedule. my order number is MAK***, I still want my refund! "I am writing to formally raise my frustration regarding the delayed collection and refund for a faulty airfryer I purchased online from Makro. I received the airfryer on 30 January 2025, and upon first use, it only functioned for five minutes before stopping. After waiting 45 minutes and attempting to switch it on again, it still did not work. I immediately cleaned, repacked the item, and initiated a return request through your online platform. Your system confirmed that collection for an exchange would take place the following Monday. It is now 2 March 2025, and no one has come to collect the airfryer. Throughout February, I made numerous calls, during which I was repeatedly assured that my case had been escalated. Despite receiving a case number, there has been no action taken, which is completely unacceptable. At this point, I am no longer interested in an exchange. I demand immediate collection of the faulty airfryer and a full refund without further delay. The lack of response and action from your team is highly disappointing and reflects poorly on Makro’s customer service. Please provide me with a firm collection date and confirmation of my refund processing within 48 hours. Should I not receive a satisfactory resolution, I will have no choice but to escalate this matter further, including lodging a complaint with the relevant consumer protection authorities. I expect an urgent response."