Makro Poor On-Line Service

I Purchased two items on line, a toasted and a kettle on 20th November 2023. Order number MAK***. The quality of the toaster is ******* and hardly toasts bread on its highest setting so we decided to return it. On the Friday 1 -12-23 we took it to the Makro store to return it and was turned away saying it was purchased on line so we need to apply on line for its return. Logger onto the Makro on line return page, filled in all the required fields but not able to get passed the first section so I called their help line ***and the lady that answered asked a few questions and said she would complete the report. A few days later not having heard from Makro I made a couple more attempts at trying to complete the return process on line. Still having no joy, I filled in the on-line help feature available on the page. On the 5-12-23 still no reply from Makro I had another attempt with the on-line return page. Still no joy so I called the Makro help desk and asked for assistance. The lady said they needed a few days to respond. On the same day I sent an email to Makro *** to complain that I’m not getting any response. To date I have had no response from Makro. According to their policy, these goods have to be returned within 14 days and the 14 days have now lapsed due to Makro’s lack of response. What does it take to get Makro to respond.