Online returns - what's happening???

I don't know what's happening at Makro Online. Its almost been 2 weeks that I am waiting for an item to be exchanged. I've followed the correct steps to log a return/exchange, called them several times, contacted them several times over whatsapp and emailed them. According to their returns team, I must now wait for the store to contact me?? This is unacceptable and definitely not on par with other major e-retailers in the country...shocking!!!