BAD AND UNPROFFESIONAL SERVICE!!!

I purchased a stove online on August 2, 2024. I noticed I'd bought the wrong stove. I called Makro to see if I could exchange it because it was the same brand and price. I was told that they cannot exchange, that I first seek cancelation and then receive my return before I can purchase what I originally intended. The service is unprofessional. Two weeks ago, I received a call from the couriers requesting my address; keep in mind that I had already requested a cancelation. Now, my profile states that delivery failed. I called the contact center several times and was given a courier number to return the order. When I asked to speak to the manager to get more clarity on three occasions the manage was too busy in meetings.

I've already made numerous calls, and when I called the online call center, I was given the courier account number to request myself that the order be returned; I don't understand why they couldn't have done this themselves. I am still waiting for the cancellation since August 3rd. I am not sure if I will buy from Macro again. Whenever I call, the matter is escalated but no progress.