Disappointed with Makro online

I purchased an online product about 1 month ago. The product was sold by someone trading on the Makro platform. I was not happy with the product and wanted a refund. I was not able to process the return online, so I went to a makro store. The kind lady at the store assisted me and within minutes I received an email confirming that my return was logged and that the courier company will pick up the item with 3 working days. Almost 3 weeks has gone by and I still have the item with me. Whenever, I call makro, they say they transferring me, but one one answers. I will never shop at makro again