MAKRO FAULTY FAN REFUND

I ordered a mirror and a fan in January online at MAKRO, both of them were faulty. The mirror was broken, the fan had cracks. I logged a return and they were collected, only later when I called they told me I was not supposed to give the courier guy both items. However, they said they will call the correct fan supplier and alert them of the matter at hand and will schedule for the fan to be couriered to them. I have been calling, the response I always get is: They will escalate the matter. We are going into the third month now, and every week I call, I get the same response, that the matter will be escalated