Makro return procedure is deplorable.

I purchased a set of luggage bags online and it has been an absolute nightmare to return these bags because they were damaged. I had no feed back regarding what was happening, I had to email and call the contact centre to get updates, very sad and poor service delivery from such a large retail store. The courier company came twice to collect bags at Makro's orders very swiftly leaving me with no luggage bags and even though I mentioned I needed them urgently no one took my request seriously. Since waiting for a while since Nov 2019 actually I have had no joy fast forward to a week before my holiday I am told that after I demand a refund that I would have to wait 2 -7 days for finance department to approve. This is very disappointing Makro. I suggest customers to actually consider what an effort it is to return a damaged item before purchasing items from Makro because it is not simple and straight forward. They make it seem like it the customers fault and not that they are selling sub standard products.