Makro refunds, absolutely no customer care

I bought a camp chair from Makro online, and requested a refund in November 2020 (still within the 1 year warranty) as the chair was faulty. I received an (automated) e-mail to confirm receipt of the refund request, this e-mail indicated that the customer service team would be in touch to arrange to GET the item from me, this never happened. During November I received an e-mail that the refund has been successfully processed and indicated that the CARD payment refunds would be backdated. There was NO information about requiring the item to be returned before the refund would be paid. After no communication from their side, I enquired about the refund in January. I have communicated with Makro refunds department, as well as the Makro care department about this. I sent them all the e-mails that I have received from their automated system. (I have all the proof). The refunds department stopped communicated with me, and the Makro care department informed me that I had to return the chair to my nearest Makro store so they could send it to the supplier to be repaired. I informed them that the nearest store is more than 80 kms from me, and that I would not be driving there to return a faulty item that I bought online and paid delivery for. That is exactly the reason that I bought ONLINE! After this communication, they suddenly couldn't 'find anything related to a refund on our notes', after I provided all the proof and e-mails from their automated system.

This is not customer service, they are shifting their responsibilities onto the customer. I specifically bought the item online, since I could not visit a store, and now I am required to drive to their store to return the item and hope it gets repaired. How is this customer service? How long will it take to repair the chair and receive it back, since it has already been 3 months since I logged the refund request on their online system? I am very disappointed with Makro. If you want customer service, don't buy from Makro online and expect customer service! I have informed them that I will not be driving to their store, and that my next communication would be on Hello Peter, without any response from them. Makro care definitely does NOT care about their customers.