Terrible online customer service

Poor quality patio set delivered to me beginning of June. I logged a request for Makro to collect and refund me, which was confirmed. It is now 19 July and they still haven’t picked up the set or refunded me. I’ve made countless calls, and sent numerous mails. They either say they are escalating it every time, or don’t respond at all. I was under the impression customers in South Africa are protected against this and have the right to return items we’re not happy with and get a refund? Its been 7 weeks and counting. I’m starting to think I’ll need to just cut my losses. They’re not going to collect and refund me it seems, which is wrong. Won’t recommend buying from Makro, especially online, to anyone. They can’t handle it.