Makro online returns are not consumer friendly

It took over one month to get a leaking bucket (from a mop set) collected for a refund. Now, 2 weeks after its been collected by the courier, Makro cant tell me when a refund will be processed. In the meantime, I've had to buy a new one as I cannot be without a bucket and mop for 2 months plus. How does their system work that they cant give feedback or turnaround times ?? Wont shop online here again.