Request for collection of parcel being ignored by Marko

I bought a fan at makro online, unfortunately some other items to assembly the fan were missing. I requested to return the fan on the 18 January 2025. I've been calling several times to make a follow up when to collect the parcel, every time when I call they send me from pillar to post with no valid reason why the parcel is not collected and when is it going to be collected. Buying online is a **** it's better to go physically to the store.