Appalling Makro online exchange/refund service

I never dreamed Makro could disappoint me so badly. I have happily shopped with Makro online before but this is the first time I have needed to do an exchange or refund - never again! My package arrived on 22 October and only got collected on 25 November - a day short of 5 weeks later. Those five weeks were spent chasing up unanswered emails or answers containing incorrect information, and phone calls where friendly consultants apologized profusely for the delay and promised to "escalate" my request - with no results or follow up. And then I still get bombarded with irritating routine emails asking me to rate the service. I wonder how long I will now have to wait for the refund due to me - another five weeks?