Appaling Service from Makro

My online order I received from Makro, was damaged. I called the complaints department and received a reference number and was told someone would call. I received no calls. More than a week later, after my persistent emails, the damaged items were collected which was the 5th May. I have been waiting for the replacement item. I emailed to follow up on the items on 9th and received no response. I called on the 10th and was told that the item was delivered on Monday 9th. Turns out it was delivered and signed for by someone I do not employ, clearly not my premises. The lady taking the call was quite flabbergasted that I was irritated as the item had been delivered!!! I was assured that Makro would follow up by close of day, 11th with feedback as to where the parcel was delivered. No feedback was given. I again called to follow up and was told by the Makro complaints department that the lady whom I spoke to, only worked half day and worked from home so the problem was not escalated !!!! This is shocking to even say this to a client which is besides the shocking service and lack of follow up. I called today, 12th to follow up again. After having asked to speak to someone in authority, I was again assisted by the call centre lady. She conveyed the problem to her superiors while I waited on the line only to be told they would follow up with the courier company and call me back. It is close of day and I have had no feedback. While this may in part be the courier to blame, I ordered the item through Makro and the onus is on them to solve the issue. The items to be replaced are glass so who knows where they are floating around and what condition they are in. I am absolutely shocked at the poor customer service of what is an internationally renowned company. Is this just an isolated case or is this company complaints usual service? Maybe someone in a management position is able to assist?