Amazed and furious towards Makro about poor service

And yet again I need to tell about my experience at Makro. The same bicycle I've been waiting for for months had some factory faults and the bicycle had to be sent back to Makro. Due to I only drive a V/W Polo, Makro sent a courier service 2019.09.10 More than two weeks passed and I haven't heard anything about the bicycle until I've sent an e-mail to about 5 different people. A few e-mails later and some phone calls, I've managed to gather some information. One day I received an e-mail with a quotation but refused to pay and explained to Makro that the handle of the bicycle did bend on both sides towards the ground. My child wasn't at fault, (he did not fall with the bicycle) and that I believe the bicycle had some factory faults. Therefore Makro should fix the problem and send back the bicycle. Makro excepted and requested my physical address, about 2 weeks ago. Until today I haven't received any feedback as to when we will receive the bicycle. I can't believe that the big Company - Makro serves this kind of service to customers. I will never refer anybody to Makro.