USELESS terrible, despicable lack of service

Initial message to Makro: I bought my Milex Airfryer from Makro Online on 29 November 2019 and absolutely loved it. However, one day it simply didn't turn on. It has a 2 year guarantee and I would like to return it for a replacement.

As you can see by the attached screenshots, I have contacted Makro and logged the return SEVERAL times - 7 May was the 3rd time I contacted them to no avail. I just want the item collected and replaced, as per the guarantee.

I was patient up until now, because of the lockdown. However, there's no excuse anymore. Life is back to normal, and if I ordered new items, they would be delivered in a couple of days. And there's absolutely no valid excuse for that phone call and the level of incompetence and no-care attitude.

They called me last Friday, but the individual who called me was so *********** she asked for my phone number. You can see the rest of the conversation in the screenshot (attached). I never received the promised phone calls either - not that I want phone calls. I just want the item replaced.

Subsequently I've been dealing with people in the CEO's office and despite beautiful promises, they have done absolutely NOTHING to sort the issue out. Their excuse is that couriers aren't working, which is lies. I see couriers in our complex every day and I've ordered items from other stores that were delivered.