Horrible makro online Customer Servive

I bought a school bag online and to my surprise was advise that the bag pack was finished and I was not happy about that why is a product that is out of stock is still listed on the website and they actually receive payment for it, neither the less I got my money back bought another back pack and it was delivered , to my surprise I get home and the spring falls off., I have paid R 410.00 for a bag pack that is faulty and no one is willing to come and collect the parcel, online service is horrible I have spoken to 3 consultants and non of them have been able to assist with collection of the parcel THIS IS THE MOST HORRIBLE SERVICE I HAVE EVER CAME ACROSS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!