Taking costomers for granted

I dont know if makro wants me to fight them every time or i must just delete their app and purchase some where , on the 15 of January 2025 i purchased airfyer and got delivered on the 17 of January on the 18th i opened the airfyer i used it for some few mins and its started to be on and of working for 5 mins then it stops i immediately requested a return as the product is faulty send an email immediately and on the app i got a message that they will collect Tuesday even today no communication nothing i reported the airfyer within 24 hours of delivery but still no help order number Mak***. Respond of the email as follows

Good Day Lerato, We trust this email finds you well and apologies for the delayed response. Please be advised that your query has been escalated to the relevant department for further assistance. We will revert to you as soon as we receive feedback. We hope you find the above in order, apologies for any inconvenience caused. Kind regards, Mahlatse Makgatho Makro Online Support Team A Division of MASSMART Holdings limited Tell: ***/ *** Webchat: 0860-300-999

My question is why makro disrespect their own costomer they dont care about us can you come collect your products and give my money back i wont tolarate something that smells burned plastic and switchs on and of that my hard earn money pls bring back my money