Terrible service Makro and it's call center

I bought 2 bicycles at Makro online (20 inch princess totem). The bicycles were delivered in a box, and mu husband assembled it the day after delivery. The one bicycle assembled fine, however the 2nd one seem to have a factory fault, the wheel does not fit in the front fork. I called Makro on Monday, I was told to send an email. Today is Thursday I have not received a response. I called yesterday and the call assistant was of no help she couldn't pick up the order number, she then told me she will call me back... she never did. I called again. My query is simple, all I want to know is can they guarantee me that if I log an exchange,, can they guarantee that I will get the same bike in return (as online shows no stock). I have 2 daughters, I cannot risk returning the 1 bike and not get 1 back in return. Which child gets a bike and which child don't.. I then spoke to another consultant who told me to just return both the bikes and buy other ones. I asked that he escalate the case to the manager and he was telling me the manager will tel me the same thing. I had to ask him 6 times to escalate the case to the manager until he finally agreed. Why did I have to beg??? He told me the manager will soon give me a call.. obviously the manager did not call back. I am still waiting for the manager to call back. Very very disappointed in Makro and their service! Another thing the call center agent told me is that they don't do outbound calls. So then I said but then the 1st lady **** to me about calling me back! So he said no they can make an exception, the manager will for sure call before closing.... I am still waiting on the calls.

So now we are sitting with a faulty bike and crying kids because they were promised bicycles. Now we must fix the broken bike at our own expense! We paid R1400 for a broken bike that we need to take to a bicycle shop to get repaired at more costs to us! Do better Makro! Terrible service