Makro's shocking customer service.

I bought a bicycle online, the visual showed training wheels which was the deal breaker. I received my goods without the training wheels. I phoned Makro and they said that they would take up the matter with the manufacturer. They phoned me back and said that they had logged the call with the manufacturer and would get back to me. I received a mail a week later to say that I needed to go to the Makro store to go and fetch the wheels. I phone Makro and said that this was an online purchase and would like the wheels to be delivered to the same address as the order. They said that they were the store and would need to take it up with online. No response from Makro for a week. I sent another mail, no response. I spent 35 minutes on the phone today waiting for the manager. I was promised that she would return my call, no call. This is shocking customer service. This was a birthday present and 3 weeks later we are still not able to use the bicycle.