Sorry excuse for an 'Online' store

Makro Online is a joke of an online service. I bought items almost a month back now and a few days later lodged a return and I am 300km away from the nearest store, hence I ordered online. My return was first expected of me to return instore and I refused to the customer consultant and she escalated the request and gave ***. Two weeks gone I call and mail requesting update on the return and refund and now they want me to restart the process and give reseasoning as to why i am returning and why I can not take the items 300km to the nearest tore, and they grant now a new reference disregarding the old reference that was escalated. All in all they are refusing the return or fetching the items and just restarting the rocesses, im sure until return period lapses or I grow tired and kee the still boxed in original packaging items. Never have I been so let down and annoyed at an online service, and their customer service is clueless and just exhausting.