Makro Online - Terrible Service

I am seriously disappointed with Makro's online service - for such a large company one would expect a lot more.

I ordered a glass whiskey decanter online on 12 February, and requested a return on 15 February since the product I received was nowhere near what I ordered (I received a very cheap-looking plastic THING). I logged a request online for collection on Tuesday 18 February. Following this, I did not receive a message, email, phone call, nothing to confirm or arrange.

I called the Customer Service line (***) on 26 February - the lady who assisted told me that she could see the return was logged, and that nothing further was done. She promised to get back to me once she's figured out what's going on. Following this, nothing.

I tried calling the Customer Service line again just now 03 March - no answer.

Is efficiency too much to ask for?