On-line Makro order - worst of any I've experienced

I've been ordering on-line from many companies for the past 12 years. This has by far been the worst experience I've had. In fact, no other issues I've had with on-line orders come close to this. Firstly, the items were packed incorrectly. That is the reason why one of the items was damaged during transport. After logging my return on-line, I've had to phone for the 4th time today as the item had not been collected and replaced yet. It had been "escalated" twice and I was just told that the PE Branch from where the item was dispatched have many things to take care of. I was given their number but there was no answer. I think this is too difficult for them. I have not spoken to a single person who was willing to make a plan to ensure the request is actioned.