Makro online returns is a shambled

I bought a product from Makro online and it was faulty. I logged a return on 18/01/2023. After calling them twice about the item not being collected, the courier came on 3 Feb 2023 to collect.

Today I got a call from the supplier of the product asking me for the original invoice from their company. I told them that I bought the product from Makro. They said to me that they can't trace the product and I must get Makro to contact them.

Why is this my problem? I bought the item from Makro and logged a return online with Makro. Shouldn't they resolve this with their supplier.

Apparently the item get shipped direct from the customer to Makro's supplier, whom we have no dealings with. Makro does not even notify or arrange for the return with their supplier.

In the meantime I am sitting and waiting for a replacement that I paid for. Absolutely shocking returns process with Makro online.