Makro no service but its ok, its only massmart

I bought and received a cheap gas stove on 15 May 2023.the item was damaged when i opened it. It was returned on 16 May and i have been struggling to get a refund until today 9 August 2023. I have sent emails and made calls to the call centre (i cannot list all the untrained agents i dealt with here) and all the untrained agents can tell me is that it is being escalated. Does this company not care about serving customers? It is enough dealing with attitude in stores when asking for help but when you dealing with the call centre, you get put on hold for minutes and then they hang up. It takes 3 calls to get an "agent" to tell you it is being escalated!!! This is **** poor even for a massmart company in south africa.