Makro failed customer service

I purchased items on the online shopping portal and upon receiving the package and assembly I noted one item was damaged and not acceptable. I requested a return and replacement item on 27 August 2019. An employee of Makro liaised with me via email and stated that she made contact with the relevant store to pick up the damaged item. To this day no such pick up took place neither was I contacted by the relevant store. This is really bad customer service and experience. I contacted Makro call centre only to be given an email address for my complaint and was advised that there is no person to speak to about my complaint. This once again proves the unacceptable customer service I am complaining about.