After sale service Makro

I purchased a Lenovo notebook from Makro online, which was delivered promptly. To my shock and horror the notepad is faulty. Contacted Makro to request a return and was informed that it will be collected on 30 January. It did not happen. We phoned on 31 January only to be told the matter will be escalated. Phoned again on Monday 3 February, same story. Phoned again today only to be told once again the matter will be escalated. The service from Makro online is atrocious. And you get no further than the call center. I am a very upset customer.