Worse return service every

Is it just me or is it extremely difficult to get a hold of any one at Makro Montague Gardens (Cape Town). I went there to have my UPS checked since the battery life on it is like half now and I haven't had it for long so it's been bugging me. Dropping it off wasn't an issue, they attended to me and that was fine then told me they will send it off to be checked by the manufacturer. Mind you this is on the 16th of last month after which I got no update to say it's been sent or what's happening. So I waited a bit patiently to see what's cooking, 2 weeks go by nothing, so I call them and would you believe their phones don't work properly. Like what's the point of a phone if you can't use it. If it's an issue I will happily buy you guys a cheap phone that actually works because yooo I have been struggling to get you. Had to even ask for sales so I can actually get a hold of someone to talk to because sadly returns is too good to be bothered by phone calls then only after giving the sales person a ear phone I get my first update that the device has been sent to Johannesburg. A day or so late I get told it needs to be replace which I was happy with but now after some time waiting I went to check what's happening since the phone as usually is nonsense. Got asked by who I found there that who told you it's getting replaced because they don't know this. Fine you handle a lot of customers but it's easy to ask your team mate about it if they been handling it. So now I had reached out to the manufacturers for more info regarding the issue and in less then 5 minutes we had a nice chat and I was updated on the situation which they confirmed the unit will be replaced. They asked me if I should have it sent to me or Makro. Boy did I go wrong, I said send it to Makro since am satisfied with the info I got. Now almost a month later I check the email the manufacturers sent me and am tracking the parcel just to see the delivery guys complain and say "Delivery failed due to TEL incorrect reason. We will schedule another attempt soon.", not once but twice which shows how problematic that phone at returns are. Now am stuck because I can't go fetch it my self directly since for security reasons they can not give me as am not the one specified on the address. I should have just told EcoFlow to send it to me. Like guys come on here, if any one from Makro is seeing this please reach out to me and tell me if I can get a refund rather. At least I know that doesn't need a phone.