Refusal to refund - Consumer Complaint for INCREDIBLE CONNECTION - HEAD OFFICE

I returned a faulty printer for trepairs to the Tygervalley branch on the 11 January 2021. It took three weeks before anyone looked at the machine and when they did it need to be sent for further repairs. Last week the machine eventually was returned and on investigation I found that the machine that was returned not only wasn't mine it did not print properly. I expect that I be refunded as they don't know where the machine is, I have waited long enough and am at the point where I now need to replace the printer. The service at the branch is absolutely terrible. In the store yesterday accustomed stood at the POS area waiting for a cashier and all the staff in the store simply ignored her. There was no customers in the store beside her and myself. I have had to continuously call to follow up on the progress of the repair and when I call it takes forever for the call to be answered. They transfer calls and then th call gets dropped. I've been in the store numerous times and there is never that many customers in the store. Staff are standing around have chats and not servicing the customers in the store. The experience that I have had make some regret doing business with the company. I called the complaints line provided and the automated message clearly says the operating times are until 18:00 yet there is no one to take the call at 17:30 and you must leave a message. I simply want my money refunded for the machine that is now lost. I have also previously logged a complaint on this platform and no one has gotten back to me. I honestly don't know how this company is still operating.