Appalling & Disgusting Service From Makro Online

So on the 16 April 2024 I purchased a couple of items from Makro via the online platform. A couple of days later the items where delivered to my door step. While testing the items I realized that one of the items which was a fan heater was faulty because it smoked up after plugging it. On the same day that the items were delivered I logged a return, again via the online platform. A few minutes later I received an email back indicating that my return was received and acknowledged and that the faulty Item would be collected and exchanged for a new Item the following week (This was on the 18 April 2024), funny enough to date, the item still hasn't been collected or replaced. I have lost count of the airtime I have wasted by calling their call center on a weekly basis where I have just received endless promises of the matter being escalated but nothing ever happens. Their customer care team is also useless because they have sent me mails to rate their service but although I give them poor ratings and justify my rating they never revert back to me. Recently another item on the same order packed up just after 2 months of the purchase and when I tried to log another return for this particular item I was informed by their system that I couldn't . There are no amount of words that I could use to indicate my disappointment and my desertification with these people. Customer service is not a priority to them.

Regards A concerned customer.