Makro Agents not helping

I have ordered a 44mm PC Bumper Case for Samsung Galaxy Watch 6 and only to find out the case is not what I was looking for as it doesn't have a glass on top since I thought it has a glass as how most are, The order number is MAK*** and immediately after delivery I called the call center and they logged it into their system and escaletd it to the 3rd party as they said, and provided me with this reference number *** as they order status on my profile was not updated as yet and I keep calling as they are not updating me and it's been quiet and yesterday the 27th March they said I must log a return on my side as the order has updated on my profile which I did.

I called today to find out the update and this agent tells me let's wait and see if they will come and collect it, I am asking why is he not sure what does the 3rd party say its been 4 days now with no response kwenzekani, and he is telling me not to worry what kind of assistance is that.