Makro failure to deal with returns efficiently.

An order was placed for knee guards online on 11 January. It was delivered on 15 January. The incorrect items were sent. I called on 16 January and was told it was recorded. Having heard nothing for a few days, I called again and was told I should log the return online. This was done. Bar receiving an email saying the process to return was underway, I got no other feedback. Having called again several times and emailed again, no exchange confirmation has been received. I called 27 January three times to speak to a team supervisor. I held for over 30 minutes and received no service.