Makro Sold me a defective furniture

I have bought a couch last year in March at Makro online and it was delivered the same month. However, between May and June I realised that the couch was starting to tear on the sides next to the arm rests. I later in July wrote an email to Makro to let them know of the issue at about the couch and they advised me to log a return in August without giving proper guidance regarding the return, I wrote another complaint to Makro regarding the same issue and that’s when they told me that the window period for returns was closed but I challenged the decision and they finally gave in. Later in mid October they sent the Courier Guy company to fetch my couch at my place of residence, it was the 17th of October 2025 on Friday and the couch was collected and dropped off at the warehouse! They called on the 27th to confirm the collection and the service consultant I spoke to said that they are finalising the refund and verifying some details and the refund will be completed. To this day I haven’t received any refund from Makro whatsoever, and what hurts me it’s their cruelty in dealing with this matter!!! They don’t want to take responsibility for this issue because the administration was not properly done! No one from their call centre agents up to their superiors no one wants to account for the mess they caused. I have send them countless emails and called in to follow up and every time it’s the same narrative, that they apologise for the inconvenience and the manual refund will be issued in 4 days and it never happens. I have sent them all the documents they asked from me including my payshap ID for them to issue a manual refund. However it’s been 4 months without any resolution or concrete response from them. I am tired of making follow ups and fighting with Makro! Their customer service and support it’s horrible to say the least and their online purchase are useless and inconveniencing for consumers especially when buying furniture, I will never ever buy furniture from Makro online in my life and I encourage other consumers not to make the same mistake I made. I have reported this case to NCC and they referred me to consumer ombudsman where I am also not getting the help I need!