I had bought 2 Coffee pots online from MAKRO They arrived 4 days later and I found the quality to be not what I expected

I had bought 2 Coffee pots online from MAKRO They arrived 4 days later and I found the quality to be not what I expected. The steel coffee pot had a very poor quality plastic pouring spout which looked like it wasn't going to last. I took the items to MAKRO. The customer services refused to assist saying if it was an online purchase, a return must be logged online. I went home and logged a return. I stipulated a date for pick up as per the MAKRO calendar. I waited for the date, no one came to fetch the items. I communicated via the MAKRO WhatsApp account, they respond hours after, escalate the query then nothing further is communicated or effected. I call customer services every 3 days, I am promised escalation and action with discussions to the team leader. To this date the coffee pots remain at home and MAKRO does not care. It seems like MAKRO wanted to get rid of this stock and refuses any customer service with returning the items. Pls assist with this very unsatisfied customer query.