Appalling service on online returns

Tired at not receiving service/response from Pick n Pay. I purchased a kettle online in November 2019 and collected from Pick n Pay Hypermarket Brackenfell on 15 December 2019 (this was the first available date). I only started using the kettle in January, but in May 2020 the base blew and tripped my power. With lockdown starting to gradually ease up I finally got a chance to take it back to them in July. When I got there they sent me from the information counter to the repairs counter who, when I told them it is an online order, told me I need to go back to information as they need to call someone from online. They called someone from online and, when they found out the item is older than 6 months, they sent me back to repairs where I waited for an hour before someone came to assist me - this only after my husband went to ask for a manager. This all took place on 19 July 2020 and I was advised they would get back to me in 2 - 3 weeks. I didn't received any feedback from them until I called them on 28 August 2020 when Zandile said she would look into it and call me back. On 2 September 2020 I called and spoke to Zandile again and she apologised for not getting back to me and insured me she would call me back in a short while. I called again this morning and was told Zandile is not there today, but after listening to my explanation, told me her manager would give me a call. I told her that if I don't get feedback by 12:00 I would take it further as they are not getting back to me. It has been 7 weeks with no update as of yet!