Poor service

I purchased an evaporated air cooler online from Makro on 6 January. (***). The item was delivered by 8 January. I opened the box on 11 January and the item was flimsy and made poorly. I immediately requested that the Item be collected. I arranged on the Makro app for the return. According to the app the item should have been collected on 13 January. I made several calls without success. On 28th came through on their call centre line. I was told the parcel would be collected on 29th. Item was not collected. I had to phone again. Eventually the item was collected on 30th. Today I received an email from the courier they could not deliver the item to Makro. At this stage I am unaware of where the item is and I have not received a credit. No item and no money! This is terrible service. Courrier guy ref: MMLD-***-R/MPR-MAK***