Makro Centurion not sticking to timelines.

I sent an item to be reviewed for refund at the end of December (27th I think). I only received an sms on the 29th that it is now back at Makro. (Took longer than it should have). Went to fetch it on Teusday the 1st of Feb and was told that I need to speak to the manager and that they will call me. So I drove to Makro just to get that feedback, they should not have let me know to come in for refund then... The manager still hasn't called. This was a Christmas gift, my 4 year old is still without his Christmas present...