Pathetic service from Makro for refund

On the 27th of November, I logged a request for a refund on a Christmas tree that my daughter bought with her pocket money she had saved up to buy her own tree for her room. Countless calls from my side to Makro online to get them just to collect and then refund went unanswered. When an email was sent from their side, it was always a generic one, asking me to log the return and refund on their app. The tree was only collected on the 6th of November and after numerous calls after that, nobody was able to answer my questions about the refund and I was promised to get calls back from Head Office, nothing. I received an email this morning saying that they're waiting on their seller and the returns team on the progress of the return. This is unacceptable, the item was purchased from Makro, not their sellers, so I want my refund from Makro. She paid R950 for the tree and it looks nothing like what was advertised, it looks like a R200 tree, absolutely pathetic. Really disappointed on the service I have received thus far. I wish I could post the photos here for everyone to see what she bought and what she received.