Poor Service

On Saturday the 5th of June I drove all the way to Makro Amanzimtoti ( I stay in Westville) to purchase a De Longhi 14 fin oil heater. This was because no other makro store had stock of this unit. I called in and the lady at their call centre told me that they close at 5.So I drive all the way to Amanzimtoti only to learn they close at 4. The store manager was kind enough to assist me as it was just one unit and I drove all the way from Westville. The Unit does not heat up my room on the highest setting and I particularly bought this heater for that purpose so I called in to find out if I can return it at Springfield and the call centre said I can provided I have the receipt and it's within 10 working days. I took it to Makro Springfield and the manager tells me that I was given incorrect information and that the item cannot be used and it must be sealed as he needs to resell it and the supplier won't take it back even though in Makros terms and conditions it does not say that and I informed it of this and he said I must take it up with Head office and he also told me according to the CPA that everyone talks about they dont have to take back an item that has been used and I must call head office if I have any problems. I called head office and laid a complaint the same day and till today I did not get a call or message. They also refused to help 2 other clients while I was waiting as the reps weren't there so they told them they must come back another day and they charged a client R200 on a microwave return because the box had a slight tear. Is this the service we receive at Makro or is it just poor management?