MAKRO online poor service

I ordered a product that was only available online on the 30th of November it was delivered on the 5th of December. I wasn’t happy with the product and there was a missing item , I logged a return the same day. Today is the 19th of December my return still hasn’t been collected from me . Everytime I call the call centre they same the courier will contact me to collect but nothing it happening. This is absolutely poor service from MAKRO online department . We even asked for the Manager to call us back but no one has don’t so.