Horrible online experience

I ordered a mirror from makro which 12th of January which was supp**** by a 3rd party supplier and I received it on the 17th of January. the mirror was cracked/damaged on arrival. Immediately after receiving it I called makro to organise a replacement unit which the agent I spoke to said he spoke to the supplier and when the damaged on gets collected I will get a replacement unit. on the 20th I called to get feedback and the agent said there is no return logged on the system, I logged a return and since that day there has been no communication with makro about collection of the item. i called several times and the agents kept telling me that they are awaiting feedback from the courier company regarding my collection. fast forward to February after getting the same response from makro agents I took it upon myself to call the courier company to ask what the hold up is. turns out makro wrote the wrong address on my return waybill and value express couldn't allocate a driver to pick up my item. i fixed the issue with the courier and updated makro. the item was collected on the 17th of February and by the 24th the item was with the supplier. i called the supplier to ask if they received the item and they asked if I wanted a replacement unit or a refund. i asked for a refund and the supplier emailed makro to issue a refund and to date I've never been refunded. called in numerous times and the agents keep saying my refund is awaiting approval from the finance department and they will escalate the matter. Makro used to offer excellent online shopping experience, but now their service is ****ty with useless customer service. i want my refund order number #MAK***