Makro shocking service total disregard to the CPA and POPIA

I purchased a Philips iron on-line on 7 May 2022. In July 2022 the iron stopped getting hot? I took the unit into Makro and was told it would be sent to the supplier to be assessed. The turn around time was 3 weeks, after 4 weeks I tried phoning and was told Makro returns would get back to me - no one bothered. I went into the store after 5 and 6 weeks and was told they would get back to me. No one bothered. I get a sms to collect the unit. I got to the store and find out the sole plate of the iron needed to be replaced. I questioned why as per the Consumer Protection Act I was not consulted and given the option of a replacement I was told it's Makro's policy to repair. The repair was done by Skyward and not Philips - my original packing was defaced covered in stickers and torn and looking very shabby. I was so not impressed after paying R999 for the iron I expected better than this. I asked to speak to a manager and was told the manager was not on duty? I refused to take the repaired iron. I was told to come back on Wednesday as Elizabeth the Returns manager would be on duty. On Wednesday upon my return I was told Elizabeth was not available. Long story short after much trouble I eventually go hold of Elizabeth who undertook to investigate. Elizabeth advised that I should have been offered a replacement, she would speak to the supplier and get back to me. I was then told the iron cannot be replaced I must come and get a credit voucher. Today I go for the credit voucher and am told I am not entitled to a credit? I then ask to speak to a manager and am referred to Customer Service in the store who refuses to let me speak to a manager and says I am not entitled to a credit voucher. Elizabeth is once again not available and has not updated the return on the system confirming I was offered a credit. Information - Sandile did not bother to help me and said the Store manager was not available. 9 months later this is still not resolved. Phillips in Holland keeps telling me they have escalated my complaint NOTHING happens. An aside the returns clerk asks for my id or drivers license - takes a copy - does NOT inform me and there are NO signs confirming Makro as aware to the POPIA act and respect my right to privacy. After shopping I insist on getting my ID copy back only to find it was crumpled up and thrown in the ******* bin - serious violation of my right to privacy?? Makro clearly don't subscribe to the rules set out by POPIA