Worst customer service ever

I am so angry and disappointed with the **** service I've been getting from makro. They declined to refund me because I installed apps on the tv box I bought from them, which I accepted. I told them I accept the decline reason and requested they send the item back to me. It's been four weeks now and I still haven't received my item. I requested to speak to a team leader or manager, the consultant I spoke told me there was no one available, which is bull****. They keep telling me my query has been escalated, it's been four weeks already. I'm thinking of suing. This is the worst service I've ever received