Makro Online is useless

Bought electric stoves on Makro online for the first time and I wish I shouldn't have.

The problem is with the return process. I bought 12 electric stove and wanted to return 2 of them. I have logged a return, provide a reason and photos of the items on the site. I logged in website to track the progress of the return, 3 days later and the status said, the product can't be returned, without clear explanation. I then used the provided Whatsapp number to followup and try to find the reason. I was told there is a huge backlog and they will collect the product but no dates as to when will that happen. You can't even be sure whether you are speaking to a person or a Bot.