Makro is not picking up a returned item and not getting back to me after contacting them multiple times.

I ordered rollerblades for my kid that was delivered on 25th October. I realized as soon as it came that I ordered the incorrect size so i called makro and they said i should book a return which i did the same day it was delivered. The item was supposed to be picked up on monday the 28th. It’s been 2 weeks with me calling multiple times, whatsapping multiple times, messaged on fb and emailed. Till today no one has called me back or picked up the item. I was even told they would pick up this week but no one came. I couldn’t go into makro to return the item because of work. And now it says i cannot return because 2 weeks are over. Agents have promised a call back from early this week and said my query has been escalated but still nothing. I need my refund to repurchase the correct size!!