Horrible returns/refunds service

Bought a Samsung microwave online. Upon opening it we found the button to open the door was not working, had to take it back to a store physically for them to send it in for repairs, eventually received a notification that it was ready for pickup. When going to collect it, I requested that they open and check whether it has been fixed, and as suspected, it was not. They then requested a credit approval from Samsung, for which I was told I had to wait 7-14 days, I had to follow up and call multiple times after the 14days had passed and eventually received an approval for credit SMS. Had to go in to the store (even though it was bought online) to receive the credit, however, at the store they just updated some details etc and then told me that I will receive my credit online after 10 days. Almost needless to say, the 10 days have long passed and no refund has been received. I followed up and now apparently I have to take a bank statement to the store to prove that I have not received the funds?! They were supposed to call me back 3 days ago, I have yet to receive any feedback. You have your nonsense defective product back Makro, just give me my money back! I should not have to fight you for it!