Makro Online return/refund system is messy!!!!

I bought a glass extractor on the 4th of September online. It was delivered on the same day directly by the supplier (Ferre). On the same day, I realized that the item was too big (90cm) and I was supposed to buy a 60cm size. On the 5th I tried logging in a refund/return online but it gave me errors and I sent an email to the Makro customer care. Due to delayed response and no assistance over the phone, on the 11th of September I took the item to Makro Woodmead. When I got there, I was told that the item needs to be collected by Makro and should not be delivered to the store. They gave me a number to call/whatsapp, which I did. They managed to help me log a return and told me the item would be collected by Makro the following day, 12 September. I have been following up since then and have not received any feedback regarding the collection. Now I sit with a project that has been delayed by two weeks.