Complete inconvenience

Absolutely putrid service from Makro! I ordered a luggage set from the online store in August, inspected the products upon delivery and found one bag being faulty. Logged a query via telecon as their online system hadn't updated the status of the order to delivered/completed. No response on progress, then called three times to follow up only to receive feedback like "the query is open". This carried on for a month with no feedback, and I was required to complete a return for the product online but could only do so after the status had finally been updated on their side. All the stress and inconvenience attached to this query only to be doubled by being told that the product cannot be exchanged in a store as it is provided directly from the supplier and there is a possibility that the supplier will not be able to fulfil my wishes in having the product replaced upon collecting the faulty product I've received. I have stressed on multiple occasions the urgency of the product being replaced as soon as possible. I ordered the product way ahead of the time of it being a necessity, a las! Makro did not do their due diligence in ensuring the query was being tended to. The agents at Makro call centre were sincere in their efforts to escalate my query, however, due to the product being provided directly from the supplier, I had to bear the brunt of the inconvenience as I now have to spend dispensable money for additional luggage bags to compensate for this. Additionally, it would have been so much more reassuring if I'd received open communication from Makro as it was ghost town.