Poor Service from the Makro Online Store and Customer Service Team

Purchasing a product on Makro's online system has now turned into a complete nightmare. Since the 23rd of June I have been trying to resolve the issue of my baby feeding chair, which was delivered without a cushion. One of the agents eventually logged a return to collect the feeding chair, on the 7th of July, and replace it with a new one. I was told I would receive it in 2-3 working days, but nothing. Every time you call the customer care call centre, they just give you the same rehe****d line, 'we will ESCALATE it to the supplier.' When I ask to speak to the supervisor, it's like he/she is non-existent or you can't speak to them. This is unacceptable. Why should I trust ordering again from the online store.