Makro returns/faulty electrical appliance

The lack of communication from Makro is absolutely shocking!!! What’s the status with my item? It’s been 3 weeks since the third party supplier has received my faulty item (which is under warranty) and no clear indication what’s happening with the replacement. Seems Makro has no idea what’s happening with my Item , and just sending me emails, without a tracking number which is pointless / useless, just so Makro playing for time . Upon calling the Online Customer Service number, every person gives me different story. Escalation process doesn’t exists with Makro. Your logged call just gets a universal/ generic answer “We will send an email “ and never comes back to the customer.