Shocking customer service for a refund

I bought a bar fridge from Makro online. The dimensions online were incorrect, so I arranged a return, which was initiated on 20 January 2026. After approval, pick-up was on 5 February 2026 (later than initially confirmed), in original packaging and extra bubble wrap to ensure no damage. After numerous calls and emails, I still haven't received my refund as of 6 March 2026. I just keep getting "we have escalated the matter and will get back to you", with nothing further. I think it is poor, poor service, and I expected more from such a big retailer.