Makro - Damaged product received

It's been over 4 months since I received a defective product which was very promptly returned.Makro collected it very quickly but to date have not issues a refund for the defective item.it's been months of constant emails and many agents but all to avail! This month they finally said the refund was processed, however 14 plus days on and still no refund in my account ! Pathetic customer service. Ref 03773196