Makro does not accept returns

• I ordered a headboard from Makro online in December 2025. After some follow up, the headboard was delivered 20 January 2026 • I was immediately struck by the poor quality/craftmanship of the headboard and logged a return the same day, on 20 January 2026 • On 21 January, I received and email confirming that the return was approved (I have attached said email), and according to the Makro app, the headboard would be collected on the 24th of January • The headboard was not collected on the 24th as promised. On the 27th of January I called the contact center to find out what was going on and the agent promised that the headboard would be collected within 2 days. The headboard was not collected. • I then called the contact center on the 30th of January, when the call center agent told me that, I must not worry, the item will be collected soon • When the item was still not collected, I called the again on the 16th of February. The agent told me that the headboard would be collected that day before 19:00 • When the headboard was not collected, I called on the 17th of February and was told that the headboard would be collected within 24 hours • Of course the headboard was not collected and my husband called on the 18th to find out what is going on, and again, we were promised that the headboard would be collected • Yesterday morning, I received and email to say that the return request has been cancelled because collection failed. How can the collection fail when it was never attempted?!

Between 21 January and today I have received 5 emails to say that the return has been approved how is it now rejected! They are holding my money at ransom!