Exceptionally poor service from Makro Online

I have been trying since the 9th of June to return a product purchased online. Despite an email confirming my return had been logged the item has still not been collected. Emails and phone calls to the customer support have proved a waste of time even though I have been assured the matter has been escalated to the Makro Springfiled branch responsible for collecting the item. My online shopping experience with Makro, which was initially positive, has now been turned into a very unpleasant experience.