Pathetic staff at Makro call center

I am extremely unhappy and dissatisfied with the poor service or the lack of service. On the 15th of January I received the wrong parcel. Called Makro and sent an email to explain my situation. Makro accepted that they sent the wrong parcel.It was communicated to me that the parcel exchange would be arranged on Wednesday, the 17th but I never received a phone call from Makro to arrange the exchange. I sent another email on the 17th but was completely ignored.Today, I called again and the person on the other line promised she would find out what the problem is and call me back. I still haven’t heard anything. Is this the kind of service Makro is proud of? Ignoring customers concerns and complaints? I will definitely NOT recommend anyone to buy from Makro Online. This has been the worst shopping experience I’ve ever had.