Makro Online: Shocking Serive

I purchased a Jost Office Clair YL-7651 from the Makro Online Store. The chair that was delivered was faulty. I submitted a return request and a refund request. I have on numerous occasions called the Makro National Customer Care Call Centre to find out when will Makro come and collect the Office Chair from me. The various call agents with whom I interested, were pathetic. I then on numerous occasions requested that a senior manager call me wrt to this issue - as they were never available to chat to me. The Jost Office Clair YL-7651 is still with me (thus has not been collected) and I have not yet received my refund. Also, no manager has called me yet so that we can resolve the issue. I have also contacted Makro via Messenger and still had no joy. No customer service and shocking service to say the least!