The worst customer service experience when returning faulty and defective items!

I have had the worst experience with Makro customer care regarding a faulty overboard I purchased from them. It was collected from me on 12 Maech 2025 to be assessed and since then I have never received any feedback or update regarding a refund or exchange. I have been calling Makro since 20 March for an update and they all tell me that the hoverboard is still awaiting assessment. Today when I called I asked to speak to the supervisor and after holding for more than 15 minutes they hung up on me twice! I do not recommend for anyone ro purchase anything from makro online store. You are treated like ******* even after spending thousands shopping at their store! I need answers and I want my refund ASAP. What horrible customer service!!!