At my wit's end with Makro online shop

I'm at my wit's end with Makro. I have been trying to make a return and get a refund since 13 April. I'm a single mother, I need that R7000 refund. Makro doesn't care because R7000 is nothing to them, but it's a lot for me. I have even asked to speak to a manager and I was given Olwethu, who made the same promise of "we will call you to make the arrangements to collect" - and then nothing. I have set a date twice for the collection of the item - 2 May , I waited all day and no one came and no one called, again 6 May I waited all day and they didn't pitch to collect and they didn't phone. After I log a Hallo Peter last week they called and the same story continues. On Monday I spoke the manager called Olwethu who promised that someone will call to arrange a pick up. No one called. And no one has given me an explanation of why they don't pitch up after a date is set. I'm at my wit's end. Their return policy promises an easy process - they don't live up to that promise, they don't even try. They don't even care.