Makro Online Delivered Incomplete Item

I ordered a swingball set to be delivered to my niece in JHB. It was delivered with parts missing. I immediately emailed online support on 26 April. I have followed up numerous times. Called numerous times. Each time I get a response that they are escalating the issue and it will be resolved soon. A month later nothing has been done. My sister even tried returning the set to Makro Woodmead and she was told it is an online exclusive product, so she cannot. Disgusting service. My hands are tied.