ONLINE SHOPPING NO SERVICE FOR RETURN

Blessed a thermally ill young man with an electric bicycle in Dec. Seems now that it is faulty. Tried to log a return for repair on the website but the system did not work. Then sent an email on 14 May. Many enquiries later and emails going back and forth we are now at a point where we were told the following: That the bicycle is under a 12 month warrantee That the request would be escalated (this was told to us several times) That there is only a 6 months return on the bicycle (but we reported this at 5 months) That the process should not have been taking so long That the staff is unsure about why it cannot be returned

Because of his illness this young man relies heavily on this transport. He has been stuck at home for the last 3 weeks because of the poor service and going backwards and forwards. Please assist Makro!