Makro Online Return fail

If I could give them no stars that would be nice!! I've ordered something online, it arrived broken, went to report and arrange for exchange on their website. At first I thought this is easy and will be quick. The website send you a mail telling you that it has been reported and courier will be picking up. No courier came to pick up I've send mails and called no answer. When I got to a support operator helped me I gave my report number and the operator told me that he will send my info to the right department. An email has been sent to me after the phone call after that nothing! I've been sending mails to get in touch with them to exchange the broken product, its been a week and nobody has come to collect or help me!! I need to use this item for work!