HORRIBLE CUSTOMER SERVICE FROM MAKRO!

HORRIBLE CUSTOMER SERVICE FROM MAKRO! I am writing this review as I have received SHOCKING customer service from your online call centre! I purchased a chair that I returned within 7 days due to the poor quality. Your staff came to collect the item on the 3rd of October. I received an email on the 12th of October indicating you would refund me after I indicated I wanted a replacement. No further email was sent. I called on the 19th of October to find out what happened, and no one could answer. I called again on the 23rd, and my refund has still not been processed. I called and spoke to managers to be told they would find out why there had been a delay. NO follow-up call has been made despite empty promises from managers! I have called on the 31st, and I have called on the 2nd of November. No refund has been given despite many escalations.