Makro SA online - Returns policy a nightmare!!!

Purchased a product Makro IOnline.Logged a return as is required on their t&c's - that was two(2) weeks ago. Since then I went into my local Makro store-Ottery 7800 , even the store escalate the issue. Return not collected and refund still not attended too-This is a very bad experience from such a retailer with -which historically has a good reputation.