Makro: Electric Standing Desk Faulty

I ordered an electric standing desk online on the 20th of March 2024 (Order No. #MAK***). The desk was delivered on the 25th of March 2024.

The electric mechanism that allows the table to go up and down stopped working. I logged a return through the website on the 20th of June 2024 (Ticket ***). I got an email from the support team that they had scheduled a table for collection on the 25th of June 2024. I called the support center to ask them if it would be possible to ask the seller Calasca if it would be possible to do an exchange for the mechanism alone instead of returning the entire desk which required disassembling. As per the consultant feedback, she tried to get a hold of the seller for almost 2 weeks with no response. On the 5th of July the support consultant advised that I should rather return the desk dissembled as required because the seller is not getting back to them. I was away on holiday at this point and I said to her I can only do so when I return home the week after. I was advised to respond on the ticket for the team to close the ticket and once I am ready log a new return through the website

On Monday the 8th of July I tried to log a return but it's giving me a message that the return period has ended. I emailed and called the support consultant to ask what's causing the error and I was told that the finance team has refunded me for the desk. I told that support consultant I never got any refund from Makro, if the Finance team is insisting that they have refunded me they should email me the date the refund was done and to which bank account. I also questioned how does the finance team log a return on an item that was never returned to the store?

The consultant said she will investigate the issue further and get back to me. It's the 2nd of August and I have not gotten any response. When I call I get different consultants telling me they will make a note for the consultant to get back to me. I have tried raising the issue through your social media platform X with no help. I am told the finance team has lodged a return and is awaiting for the supplier to do an assessment first before refunding me. How will the supply make an assessment on a table that is still with the customer I ask AGAINED. Also I am no supposedly refunded as the support consultant said but it's just a lodgment for the return according to your social media communication

I am now sitting with a desk that is not fulfilling the initial purpose that I purchased it for. I am inconvenienced as I work from home and no longer have a desk to work from because no one at Makro can give me proper feedback to assist with my issue.