poor custumer service

bought a travel backpack on 31 August 2023, received on the 4th September. On the same day i received, saw the bag was way too big for the purpose. Called the call centre same day and sent an email on same day that the parcel was delievered to ask for a change for a smaller size or a refund. After speaking to the person on the call center he told me that i should order the smaller size and ask a refund on this one. I did purchase a smaller size and asked for a refund on the bigger size. Today is the 11th of October and nothing has been sorted.i have called inumerous times, sent emails and no sollution. They always tell me they have escalated the matter and someone is going to phone me. No one ever phoned... They garantee if you purchase and not entirely satisfied with the product, you can return it. But that is just empty promises. Waiting for over a month and no help was given. Very unreliable. Will never buy from Makro again!!!