Horrible customer service at Makro Silver Lakes

I bought a Bennett Read breakfast pack online from Makro. Upon arrival, both the toaster and kettle looked like they had been used before. The scratches on the toaster were so bad, that you could even see the color of the undercoat paint. The kettle had some bumps and scratches on the handle. I immediately logged a "return and replace" on the Makro website and I received a response that said the items would be collected within 7 days. It has been 17 days since I logged the return and the items have still not been collected. I have called the Makro contact centre on numerous occasions and each time I've just been told that the manager at the store in Silverlakes will contact me. I am still waiting for their call to this day. I called the contact centre this morning and the lady that was assisting me put me on hold to check what the status was, however she ended the call whilst I was still holding. She has not called me back to let me know what the status is. I have to keep calling Makro as if they are my customer and it is the other way round. This is not the first time I have been treated horribly by Makro. At first I thought it was just the store in Cape Town that had bad service but now I see that Makro generally has bad treatment towards their customers, especially those that buy online. This is their trademark. They simply do not care whether you are satisfied with their service or not. This was the last time I bought anything from Makro and I will make sure to let my friends and family know never to buy anything online from Makro!