Poor Customer Service and Poor Company Ethics

I purchased an item online from Makro ,on the 11th of January 2024 , The item was faulty which was no surprise, as this has been my recent experience with most of my online purchases from Makro. The most frustrating and ridiculous problem , I am now experiencing is that the refund of the item I had purchased, now shows on their online portal that the item has been refund on the 18 January 2024, but I have still not received the refund to date. It’s been more the 14 working days. I have called the Makro call centre a few times, but no one seem to care , I have had no further progress, and no one has giving me any updates. I have sent an email and still have not received feedback. The struggle is ongoing .