Makro Online Return Nightmare!

I purchased a high feeding chair on the online platform and the chair broke after a month. I have logged a return on the online platform on the 18th of December 2022. Collection was scheduled for the 22nd of December 2022 and to date the item hasn't been collected. I am stuck with a broken chair and cannot even feed my baby properly. I have sent emails to the support team requesting answers and still no response. I have also tried returning it to a physical Makro store and they refused taking back the item saying that i need to log my return online since it was purchased online.