Makro online pathetic service

I purchased a chair on the 28th of November expecting it to be delivered between 2-5 days but it wasn't, I made follow ups, and receiving no feedback on emails, on calls, agents would put me on hold for 30 minutes till I hanged up. Then my order was delivered on the 8th, however as I was putting it together, I noticed that something to connect the chair was broken and the lumber net was torn. I logged a return which was supposed to be picked up on the 12th but wasn't up to date