The worst service

I bought cooler/warmer from Makro online on the 19 July 2023. Within two days it was delivered. When I opened a box I saw a something that was used before, minor scratches, no manual, repackaged, the button to adjust the warmer/cooler needed to be pressed harder. I plugged in the house for 2 days but It wasn’t cooling. I called and asked for a return request and it has been about 3 now since they say they will colllect an item and process a refund. I call almost everyday and I am told they have escalated my issue but it’s all lies, now I am it’s a third party item which Makro doesn’t have control over. I want this item collected and my refund, I don’t even want a replacement.