Poor Service

I bought a 20L Microwave from Livance in 2024 December, it was replaced in November 2025 because it was not warming up food now I've experienced the same issue with the replacement. I requested for collection & refund on th 23rd of March up to this date it's still not collected. Not only do I have to eat cold leftovers I am being told that I'll have my money this time next week because they have to collect 1st. Why am I being inconvenienced when they had almost 3 weeks to collect ?