Makro Alberton returns lacks accountability and customer care

I am not happy with service I'm getting from Makro Alberton returns and repairs department. I bought a CAT hammer drill from from Makro and returned it on the 2nd of January after 5 months because it was faulty. I informed the returns department that i was no longer happy with the drill and would prefer a replacement or refund. Instead the device was booked in for a repair and still came back with the same fault on the 16th of January. I was appalled by the lack of customer service and requested to see the manager (Uriel). He promised to sort out the issue and give me a call the 20th of January which he didn't, Instead the drill was booked in again. I called in on 23rd of Jan and he promised to call me back once he gets more info on the progress of my refund, and in true Makro fashion he did not call back. A representative of CAT then phoned the following week and promised to escalate my issue, and to this date i didn't get feedback from Makro. I called Uriel again today and he promised to investigate the and he would call me after 5 min which he still did not do. This has shown me that Makro lacks accountability with resolving customer issues and the constant lying and lack of communication is unacceptable. I have lost all trust with their customer resolution team.