Makro Doesn’t Care about Customers

I bought items online, 3 days later they got delivered but upon delivery one of the items(mirror) was broken and severely damaged because it wasn’t wrapped properly by the store and I immediately called Makro and I was told to lodge a return online and that they’d come pickup the broken mirror and drop off a new one (pickup and exchange. This was 3 weeks ago and I haven’t heard anything from Makro since lodging the return and I have been calling everyday no one seems to know what’s happening.