Makro Online Useless

At the beginning of January, we placed an order online with Makro for a laptop bag and stationery (02/01/2025). Receiving the goods in about 5 / 6 separate deliveries seemed excessive but was ok. We received the laptop bag on 6th January. On inspection, we realized that the bag would be too small for our needs and immediately logged a return request which was acknowledged (06/01/2025). Unfortunately, no other communication was received despite numerous emails, queries, etc. Eventually, on 24/01/2025, we received an email from Customer Services confirming that the bag would be picked up on Monday 27/01/2025. The bag was picked up as scheduled. However, to date, we have received no news about the bag, and when we log onto the website to check the status of our return, it states that it is "in progress" but now also carries the message that the bag cannot be returned. What is going on? I have contacted the Makro online number to query about the return and keep getting the same answer "sorry about this" and "we will be in contact". In this day and age when online shopping is prevalent, Makro has once again proved to us that they had no idea how to manage online orders / returns - even returns with Temu or Shein are better handled than Makro. If the item could not be returned, why was this not stated before or communicated to me when I contacted them telephonically? If this was the case, I would have accepted it and then sold the bag on another platform. But to take the bag back and not refund me is theft! One can't even find a manager to contact to complain to, which is even more frustrating.