Lack of knowledge and customer service

I had purchased a bubblegum tablet on the 20/12/2020 and had logged a return on the 10/01/2021 has the tablet wasn't coming on after my daughter had dropped it. The screen hadnt been cracked however i had mentioned to Ms Z Bux in the returns department at Makro cornubia that it had fallen and i acknowledged that the screen had minor scratches on it. I had called the store on many ocassions to find out about the tablet on consecutive days Senior supervisor of the returns and repairs Pinky Mkize had promised to call me but never did. I had to go into the branch and was told i had to wait outside whilst every other customer was allowed into the returns department. Nishi Sewepersadh had been speaking to Pinky and had been passing messaging in and out of the returns department, however Pinky never came and given me a proper explanation to what was the delay in receiving my tablet in the stipulaed time frame of 21 days given by Miss Bux. After waiting 45 minutes outside for a manager, Ms Karrie Grove the executive manager said my tablet is still sitting with the supplier and there is nothing she can do, she has also advised that Pinky Mkize had never gotten any message to call me back and thats not their duty to call every customer. Kerrie had mentioned thats its no point laying a complaint against Pinky has its of no use and it will in any way come back to her. I had again called the store and spoke to Shaun Thomas on the 4th Feb 2021, he is the manager at cornubia Makro he advised he will call me back on 5th Feb and let know why their supplier hasnt returned the item. I had a call from makro stating my item is ready for pick up on the 5th Feb. Today 7/02/2021 i had gone to pick up the tablet that had gone in for repairs it has deep scratches on the tablet which any sane person coukd clearly see was brand new. Ms Bux had insisted that it had this scratch and she has proof which is camera footage but has failed to provide me camera footage showing me the condition the item was given to the store. The tablet was scratched has anyone would be able to see whilst in repairs and due to them trying to open the item. Makro does not value their customers and speak has if no customer service training has been provided. Im well within my 6 months this item shouldn't have even been repaired, it should have been replaced, however makro has never heard of national consumer act. The poor customer service and lack of training and ethics is beyond disgusting, i have never experienced such pathetic customer service in any other store. I had also met other customers at the returns department which all had encountered similar issues with Makro. So it really speaks of does this store actually consider taking customer service into regard or just take our money and then behave in manner that they had given us the items for free.