Makro 'Marketplace' below par customer experience

This is the second time I've ordered off Makro online not realising it was a 'marketplace order' and both times it's been a terrible customer experience. I ordered a weber (#MAK***). Before we even used it, we noticed the coating on the lid was pealing. I logged a return but it said we had to package it in a box for the courier to collect. It was already assembled and I didn't have the original package or a box big enough to pack it into. I took it to Montague gardens on the 16th April. The returns section would not accepted it because it was a 'market place order'. As a Makro customer, I had should not have to care what kind of order it is - I'm ordering from Makro and expect a consistent customer experience. Eventually I got sent to the online department and was helped by a lady called 'Amore'. She very kindly offered to help me, and said she would arrange with the supplier to collect if from them and refund me. It's a month later and I still have no feedback (or refund). I have phone multiple times, and left messages. I eventually got hold of Amore again about 2 weeks ago and she said they suppliers were collecting soon and will process my refund. I've just tried to call again but can't get through. I'm very frustrated by this process and want my refund. It's been a month already. I will not be buying online from Makro again.