Bad service

Really not happy with the service, We went in to query about a product in store by their online department and the feedback we got was useless we were told that if we not happy with a product we can send it back but we could not speak to a service provider or anyone that could give us more information we then logged a return within the 14 days as per Makro's Ts and Cs waiting for someone to arrange the collection, product is not what was advertised the specs are different to what we received I have phoned in on 2 separate occasions and each time it's a different story there is a delay on the collections and they cannot advise how long it will take, second time I phoned in I was told that they have spoken to the service provider and areanged for urgent pick up, this return was logged on the 18th of January already and I am still waiting for someone to contact me to collect this item, now I'm worried what if they never collect the item and I am sitting with a thing I cannot use that I paid so much for and there is just no assistance from makro online what so ever. This has now been my 3rd terrible experience with them I will never buy from makro online again as each time there is a problem and you always struggle to have things returned