Horrible online service

I bought an item online from Makro, however, i was not satisfied with the item. I scheduled a collection for returns and its been 4 weeks with not as much as a courtesy call. I even had to go to the store yesterday to return the item myself only to be told that Makro got the item from a third party and they cant accept the item the third party should arrange collection which I don't understand what has to do with end-user as my contract and invoice states i bought the item from Makro