Online Purchase/Return

I bought an online-only product. I was very happy as it arrived two days after I purchased it, but once I opened the box, my excitement faded as it was the wrong item. I then logged a return with Makro. According to their site they will be incontact within 2-4 working days. It's two weeks later and still no has phoned me to arrange pickup of the item. I have phoned numerous times and according to the person they have escaled the issue and still no one has contacted me. I am very disappointed and will NEVER buy anything online again from Makro.