Disappointing Service

I'm highly disappointed in Makro, I last sent an email over 2 weeks ago about their return policy query about the heater I bought from them till date I had not received a response. I mean why do they create these "online queries" or "email" if they fail to attend to them? why create something that you'll fail to implement? do they not have "turn around time" of attending to queries? leaving customers frustrated and wondering what to do next? Makro just know that your online service level is distasteful and disappointing.