Poor customer service

We bought a kettle at Makro. Took back to the Woodmead branch. We were told to wait 6 weeks for a refund and respected your internal processes but don't think this would have been done to other clients. After getting a message we again went back on Tuesday (11 June 2019). The lady on the returns counter told us to wait for the manager. After a long wait Aubrey came to attend to us and we explained to him why we wanted a refund. His response was he is not going to jump up and down to attend to our issue as we got there late and he is focus is on the customers who are buying and not refunds. Our argument was the store closes at 18H00 we got there around 17H00. He then said he will call us so we can come back. We told him that we stay 42 kms away from the store so we will not be able to come back. He then said we must leave our details he will arrange an EFT and we don't need to come back. Yesterday he called my partner and told her to bring proof of banking details. I have been calling ********** with no luck. This was to remind him that he promised to do an EFT and we would just appreciate if he can be professional and reliable and protect Makro's GOOD reputation. Note that we didn't appreciate his tone as he was talking to us and would really recommend that he attends customer service courses or maybe the lady should train him as she was more professional.