Inefficient service!

So i purchased an item online and it got delivered last week. The item came broken so I immediately called Makro *** to let them know. The lady said she logged it into the system and that someone will come pick up and exchange the item. It's now been a week so today I called to ask when they will do the exchange for me. The man had no idea what I'm talking abiut and asked me to log a return online and send photos of the item. I really don't have time for this nonsense. Why wasn't I told to send photos last week? Makro need to buck up or they will lose out to far more efficient online shopping sites, who don't have "eh eh" employees who make you hold on for 15 minutes with no result. Please organise my exchange asap.