Shocking service From Makro Germiston

I bought a brand new iron from Makro Germiston which leaked from inception. Because I could only return it after the 14 day Returns policy, I had to book it in and was informed that it can take ip to 21 days to repair or replace. It has now been way in excess of 21 days and nobody has bothered calling me and I have still not ever used my iron. Most calls to Makro Germiston and Customer Care are unanswered and even when they do bother to answer nobody wants to accept responsibility- they all look to pass the buck! What shocking service indeed!!!!