Return that's taking weeks to be reviewed

I am so disappointed in how Makro has handled my complaint, no phone call no feed back it's like I'm being answered by an automated response! I have sent the item ba k due to poorly made this was on the 22nd September almost a month now, no acknowledgement nothing all I get is an automated response telling me it's still under evaluation with the supplier? Did I really bought this item from robots? What's the TAT for such cases? I've been sitting with an empty space waiting for refund or replacement yet no feedback is given to me. I need to keep writing here to get their attention! I HAVE PAID CASH and don't expect such poor services... I need clarity as to how far are they with this query, how much longer must I be 'patient' with them? When I purchase the item I bought from Makro on line therefore I expect Makro to speak with their partners to speed up their process!