Bad online customer service by Makro

I bought a popcorn machine online and unfortunately it was not the correct size. On their website it says that you can return items bought online you can return the items to you nearest Makro store. I took the machine to a Makro store and I was told that it was a marketplace purchase so they could not assist. I went on to call the call centre and they said they will send DHL to collect. no one called and DHL arrived with no prior plan and I was not home. I was then told to call again to set up a new time. I have subsequently called 3 time. Each time I have to explain the situation the last call has been two weeks ago and I am very frustrated. Makro seem not to care about after sales service and just basic customer care. it's sad because I bought a washing machine online and it was a seamless happy experience. This experience has just made me not to want to use their online service .