Missing remote, Makro's feedback and communication with regards to problems with online purchases really sucks!

I purchased a gift online. The service was spectacular as always but the gift arrived without the remote. I've called 3 times, emailed 3 times and was told 3 times that the issue would be resolved and the missing remote would be couriered to me. Today I was advised by the call centre agent that I have to log a return. I'm super annoyed, it's been 2 weeks since the product arrived and two weeks since I reported the issue. Nothing has happened! I received an email apologizing for the inconvenience, again reiterating that the issue would be resolved. I don't want to return the product, I just want the damn missing remote. Order number MAK***. It would be really nice if someone who knows what to do could actually contact me with feedback.