Disappointed by the Makro team

Good day. I bought a stove at Makro online in December, 2 months later one of the plates of the stove stopped working. I requested a return on the 26th of March, got confirmation the same day that my request has been logged and they will get back to me in 2-5 working days of which they did not. i called in the 9th of April to follow up, the lady i spoke to said they will create a waybill for me for the stove to be collected i was going to get the waybill number that same day and i did not. I called in again the 16th of April to follow up and the gentleman who assisted me said he will ask the Silverton branch to come and collect the stove but till today nothing has happened, and we are in May now. When it comes to them delivering items they are fast but once you have a problem with that item you have purchased you do not get help.