Makro mixed messaging on faulty product return

I bought a Hoover 2000W vacuum cleaner in January 2022, on the 25th of June it stopped working and I took it back to Makro Cape Gate, the client service department booked it in for assessment and I was given a reference number. A month later my wife went to ask about the repair and she was told the vacuum cleaner is on it's way back and she will be contacted for collection. Today 31st July 2022, more than a month later and I still have not received any notice that the item is ready for collection, so I went to the store to get clarity. To me it was told that the product is still at the manufacturer and Makro need to collect the vacuum cleaner to be sent back to the store. This is mixed feedback coming from different client service people. I just want a working vacuum cleaner and this service is unacceptable.