Makro refund request is pending for a week

Bought an air fryer from Macro online shopping site and received it in a week. The package was successful. Therefore, I thought all was fine. After 10 days, I tried to use it and understood that something is making a metal noise when I shake it. I tried to make it work and nothing. After multiple tries, I finally gave up and wrote to the Makro customer service email address. I have been waiting for a reply for a whole week. They have just abandoned me