Makro Online Return Nightmare

Wow where do i begin with this nightmare of trying to return a faulty microwave. I received the item on the 20th of July 2022, read through the manual just to make sure. I wanted to warm up my food, after 5 min it was still ice cold. I immediately went to the online return portal to get the item returned. The item was collected on the 25th of July 2022. This is where the fun begins, I get an email on the 27 July 2022 from the courier ops team requesting if the item should be delivered to cash crusaders. I in turn had to respond and called Makro and told them to get the right info to the courier company, they said they would. on the 28 July 2022 i get another email stating the package is still at the courier company and if they do not get a response they will return the item to me. I call Makro again, the 1st time they said they will escalate the issue, this was around 9am, there was still no outcome, I then called at around 12pm, I was then advised the item was assessed and would be refunded, only to point out to Makro that the item, could not have been assessed as it is still with the courier company, again they said it would be escalated, I asked to speak to a supervisor/manager/team leader, I was told they were in a meeting and once they out I will get a call. No call, I called again only to get told the item was collected and sent to the supplier, once again they clearly have no idea what they were talking about because I received an email advising the item will be sent back to me as they have had no feedback, I again requested to speak to a team leader, they were still in a meeting after 3 hours. It is now the 29th of July 2022, and the item has been returned to me and still no email back from Makro, nor a call. I am a very patient person but this tipped me over the edge and I am out of options of how to get this issue and refund resolved