non existent service

I have bought two square patio umbrellas from Makro, first they send the wrong products and i logged returns. they were supposed to come collect the umbrellas and give me a refund two weeks ago, but to date they still have not collected it. I have mailed, phoned, chatted to their live support on multiple occasions and no one can give me an answer as to what is going on with the collection and the refund