Horrible Customer service from Makro Online and Celltrader ZA

On 1 December 2025 i purchased a Play Station 5 console from Makro Online for R15999, as a Christmas gift for my 8-year-old son. The PS 5 was delivered earlier than expected (4 December), by Makro's Third-Party supplier (CellTrader ZA). So my son was excited that the PS 5 came earlier than expected, so he began playing it, after a few days, (mind you I'm not fami**** with Play Stations, so i don't use it). After a two to three days of my son playing, he told me that, the console switches itself off everytime, in the middle of every game. I asked him to show me what he meant, and indeed the console switched itself off barely withing 30 min of having switched it on. I googled what the cause could be and they said that it might be overheating or the console itself could have dust in the vents. I tried to wipe and blow out any potential dust particles, i did not think it could be overheating, as the console was less than a week old. Nothing worked, so i contacted my local Makro and i was told to return it via the Makro app, where i bought it, i did exactly that, and the console was collected by the courier guys, and i received communication via the Makro app, that i would receive a refund by the 26 December. I had expressed to the lady at my local Makro that I DID NOT WANT A REFUND, all i wanted was a functional brand new PS 5, the exact console that i had paid for. While i was anticipating my refund on the 26 December, i then received a rejection email from Makro saying that they cannot refund me because the PS 5 box had been open, and that the PS 5 should not have been opended or used in order for them to approve my refund. I found it ridiculous and i wrote them an email back saying that "how else would i/my son have known that the console is faulty if we had not opened the box, or used the Play Station? How where we going to know if it works or not, if we don't open the box? The PS 5 was returned via courier and to my surprise when i received it from the courir guys, and opened the box, the PS 5 side cover had broken off, i took a picture and communicated with staff from Makro once again. They advised me to send it back for the SECOND time and that i will be re-imbursed, i told them once more that, i do not want a refund, all i want is a replacement PS5. The same procedure took place again, i bought bubble wrap, bought a box again and the courier guy sent it back. I viewed the app, and i was told i will receive my refund. On 16 January 2026, I again received a rejection email saying that the device is damaged and i should no longer return it to them. I am truely hurt and so is my son, he asks me everyday when his Play Station is coming back. The unfair customer treatment and service that i got from Makro and Cell Trader ZA is truely heartbreaking, to think that i saved my money throughout the year to buy my son the Playstation 5 for Christmas, instead he had the worst Christmas ever. Since, i received the rejection email from Makro, i have not received any communication or the console.