Makro online is disgusting

I ordered a washing machine online from Makro, well the genius that captured the machine sizes on the site did wrong as wen it arrived at my mum's place, it was too big to fit. I logged a return and they advised they will pick it up on the 9th, today is the 17th an nothing yet, have been sending emails and to date not a single response, we called the call center and the consultant said he can't help as they don't deal with returns, he said he will escalate it for us and still nothing. The communication from Makro is next level pathetic, I am buying the replacement from them and yet they doing this. I love how all these companies bend over backwards wen u buy the item, but as soon a return comes into play then they give u the run around for your own money