Poor return online purchase and shocking service

Poor return online delivery purchase. I am frustrated with the service I am receiving to collect a return for items purchased online, which they insist must be collected but are not making it consumer friendly or helpful. It has been over a month now to try and make the return. First the courier service arrived to collect the items with no description or confirmation that it was from Makro, then when I refused to accept the request, I had to reapply for the return and refund. Once I had done that, again, I have not heard from them for over a week, when I enquired via email, they gave me a reference no. Again I didnt hear from them again and when I enquired today they claim they have cancelled the collection as I did not accept calls (which I did not receive) and now my whole return and refund has been cancelled. How is it in a country where cellphone coverage is poor at best, a reason to cancel a request is based on a missed call (which I did not receive) and then no further communication via email (which was the preferred method of communication in the first place). I did not insist on the collection, it was Makro's instruction and I do not want the items, it is my right to return, but they are making it very difficult.