MAKRO'S ONLINE SALES DEPT IS TOTALLY ***********!!!!

I bought 3 Taurus kettles from Makro Online on 7 May 2018. During November, one of the kettle's lids no longer wanted to stay closed, so I took it to Makro in Centurion. After standing in a queue for 30 minutes because the returns department had only one person attending (and the queue was out the entrance door) I finally got to speak to somebody. This person tried to contact the "Online" dept in-store by telephone and by intercom without any response. She then walked to the other side of the store to speak to them personally. When she came back another 30 minutes later, I was informed that I did not buy the kettle from Makro and had to phone their online dept in Johannesburg. I was given a number - ********** 000, but despite various attempts to contact this number there is NO RESPONSE. I don't know what to do to get the kettle fixed/replaced as no one wants to take responsibility for the sale. Makro's online sales dept is a joke!!! They don't know what they are doing and their staff are not trained to handle anything. Surely if the company offers an online service then they should have the necessary procedures in place to deal with returns, etc.

At another occasion, I bought some fans online and decided that it would be quicker for me to collect them at the store - what a mistake!!!!! Nobody in the "online dept" knew what was going on and half an hour later I eventually managed to get somebody to give me the fans. It would have been much easier and faster if I had just gone to the shop and pick them from the shelves and loaded them into a trolley, since there was no difference between the store price and the online "sale" price !!!!!!