Poor Assistance from Makro getting back my package

I ordered an item from Makro in March. I received the incorrect item and then logged a return on 3 March, and I was told to allow 7-14 working days for the collection to happen. The 7-14 days came and went, and nothing happened. On the 1st of April 2025, a mail was sent stating the collection was booked for the next day, a mail I did not take note of as I had forgotten about this return (reason being the return was for R100). At this same time, my mother logged a return for shoes she bought prior, and as such, when the courier came to collect the package, my mother's shoes were given to them as I had forgotten about the Makro return. When I realized my error, due to the My Runway courier arriving the next day to collect the package, I attempted to make a correction and get the package back due to it being two pairs of shoes of higher value than my R100. Since then, I've called multiple times and sent multiple emails, only to keep being met with the standard:" It will be escalated." I explained this to many Makro customer reps, and none of them have had success to this day. I have provided them with images of the package, the waybill number used when the package was collected, and anything else they required, and still nothing. This is very POOR service delivery from Makro. All I have asked from them is to have the package with the shoes returned to me. On the 9th of May, I called in and I was told that the matter was not even escalated to the correct department, but that it was corrected and escalated to the correct department, and that it would take 3-5 working days. That time came and went, and still no feedback was received from their side regarding the package. I called on Saturday, the 17th of May, and was told the department that could assist me was not in and I would have to call today, which I did. This did not help, as I was told I would receive a call regarding feedback on this matter tomorrow. My hope is low, and my patience is worn thin. Honestly, I will never recommend anyone use their service, as this is the type of poor service a person can receive from them.