MAKRO Online is not a pleasure to deal with

MAK *** An order placed on 26 July 2024 was for 3 heating pads priced at R299 each. The order was paid on order. Delivery was received on 31 July but only 1 heating pad was received. I immediately sent an email to the *** and Makro Customer Services email to enquire on the other two heating pads. I called the hotline ***on 1 Aug to enquire why only 1 was received and not 3 as ordered and was provided with Ref No: ***. The email was rep**** on 6 August advising I need to log a return of the item which I 1) dont understand why a return needs to be logged and 2) I would like to have the 3 heating pads as ordered. I paid for 3. An email to rate the service was received shortly after and although I rated the service badly Makro did not even respond. On 15 Aug I phoned the hotline again and received Ref No: ***. On 20 Aug I phoned again and enquired just to find that the matter was closed. Is Makro in the business of *********** clients and then turning their backs on us?