Dissatisfied Customer

I'm very disgusted with the level of service received from Makro online advisors as none of them bother to reach out with feedback. It's been almost three weeks going back and fourth with my refund. They sent back a damaged item after I sent it back due to one piece missing from the accessories. They have been stalling with my refund. I do not wish to purchase anything fragile from Makro as the service has been appalling dealing with the advisors with continuous emails sent to them with screenshots and photos of the item. Spoke to Faith today and she told me Hermina the manager is in training. I have never spoken to a manager even after requesting to speak to one several times. I've requested they log a complaint for me but no response has been actioned regarding the complaint. Is this the service they train their employees to provide to us and refuse a refund that's due to me.