Makro just cancel online service you are failing

First time purchasing from Makro online and it the worse experience ever. Purchased 2 black laptop backpacks and they decided to deliver grey backpacks. I was not notified that they don't have stock of the back backpacks. I filed a return on their website on the 7th of November as of today the 20th I still don't know the status of my return. their customer service keeps saying the will escalate the matter every time I call. They promise to phone me back and I have never received their call. I am very frustrated.