BAD CUSTOMER SERVICE- DELAY IN COLLECTION

I am seriously appalled by the level of service from Makro stuff, I pleaced an order on the 5TH of December MAK*** . I got the item, a very small coolerbox and it was not in my satisfaction I logged a return online like I normally do. I later did a follow-up with an agent by the name of Nelisiwe who tried to get hold of the store in Vaal but no none was availabel to take the call and she escalated the matter but nothing happened. A month later which is the 11/01/2025 around 10:00am during my working hours i decided to call the call center again which i spoke to a lady by the Boipelo who was also not so helpful who stated that her line had a faulty but did not bother to call me back, called again spoke to another agent who assisted me to get in touch with the store, poor handover but anyway i explained to the lady, who her name is Zoleka returns manager, she asked me what the problem was and I explained to her and how it took for the query to reach to the store. She apologized and said that she will ask one of the managers from the collections manager to call and arrange for the delivery and she apologized sincerely and I thought the matter will be solve amicably but to my shocking surprising when I was called by the collections manager, who her name is Valerie the poor customer service and emphathy is disgusting. She firstly did not know why I was calling and how long the query has been going on and how come the collections was acknowledged but not actioned internally, she told me that she was on leave and it seemed not to be her problem, I told her that internal procedures don't matter to me, she said to me that I will have to py a collection fee but i stated that this order was placed online and I have never had to pay a collection fee and since this has been long standing query the least they can do is try and salvage the situation but she just kept quite and made me a fool. I am a long standing customer with alot of orders. The audacity of her to tell me to drive to Vaal and come to the store. She later just said she will drop the call and call back. I am still awaiting for a call from her. The lack of customer service and inconsideration i got from Valerie is appalling and if this query is not resolved I will heading to the Ombudsman for a resolution.