Impossible task to get faulty appliance returned

I am waiting since the 29 November 2021 for a driver to collect the faulty kettle so that I can receive a refund that was purchased via the Pick n Pay ASAP app. I tried taking it back to the Rondebosch store where all our deliveries come from on the 28 November 2021 but was told they cannot exchange or refund it at the store as it was bought via the app. It was after 17:00 so I could not call immediately and then tried calling *** multiple times Monday before eventually coming through to Andile who said that he logged a call for a refund and a driver will collect the faulty appliance. I have not received any refund nor was the faulty kettle collected and it was purchased just 4 days prior. I also made three orders via the app and online in that same week and asked the drivers if they were not advised to collect the kettle and they said no. I paid R250 for the kettle on a Black Friday special but spent way more on airtime trying to call customer care because when someone eventually answers they either have to transfer or the call simply cuts off and you have to redial. I also sent multiple emails to customer care regarding other suggestions and complaints about the app but all I ever received was an automated response to state that it has been logged and someone will get back to me shortly and it's been almost two months since the initial email without any response. It's quick to buy things via the bottles app or online but this is the first time having to return an item and have wasted so much time and money on calls without any resolution. Last week I spoke to a young lady I think her name was Kayla, she was not in the ASAP department but sounded like she did not want to be at work at all. No effort from her end to try and get me to someone to solve the issue.