Do Makro or Ellies care at all about their promises????

During Black Friday I bought an Explora 2 from Makro. Free installation was included. I contacted the installation company Ellies to arrange a time. Encountered really bad attitude from the Ellies staffer. Called back and spoke with a more helpful person who gave me a contact number. Could only get voicemail. Finally was answered and promises to revert with installation time. That was before Christmas. I have still heard NOTHING I called Ellies Johannesburg to try to complain - was not possible. Then decided to return the Explora 2 to Makro. Called Makro helpline, wasted over 15 minutes of airtime on hold. Spoke to apologetic person who promised to revert within half an hour with a response. No call was forthcoming. So incredibly poor!! In desperation I emailed their helpline. Makro response : NOTHING!!! Not from Makro, not from Ellies. I am so thoroughly appalled by these companies complete disinterest in their clients and in their promises. All I want now is to return the Explora to Makro for a refund as they have broken their promise. HOW DOES ONE GET MAKRO TO RESPOND???