Return not collected

I ordered a laundry basket online from Makro and when they delivered it, it was broken and damaged. I immediately logged an online return on the 8th July as I was on leave and the system said it will be collected on the 9th. Refund will be done on the 23rd July. As I am writing this I am still sitting with that damaged thing. No communication is being made, I am the one writing emails and making call. I wrote 2 mails and the replies were “it will be escalated to the relevant department” till now it’s still being escalated but zilch communication as to when it will be collected. I’ve been making calls and their number is not a toll free number. I spoke to Siyabonga, Gontse, Bongani and the worst consultant was Noma. She put my phone on hold and never returned. Mind you I am using my own minutes to make this calls. Everytime I call they telling me that they are call the online store at Alberton and no one is replying. I don’t know what’s difficult about calling the courier guy to come collect this thing and they refund me. Had they sold me a new and not damaged item I wouldn’t be sitting with their broken item. It’s not like I am getting this for free to be given a damaged item, this is my money therefore I need to get good item for what I am paying for. I want this thing out of my space, it reminds me that I am not respected and my money and not needed so I will go buy it where my money will be valued. I need a collection to be made and refund to be done ASAP. I can’t be made to wait so long for something so small and simple. This service is disgusting and I am not happy.