Unacceptable customer support

We ordered a product from makro online and was somewhat very happy with the time it took from order to delivery. However, the real nightmare began on discovery that the product was an out of box failure on the same day it was delivered and we immediately logged a return request that very same day which was on the 31st of Jan 2025. We are going onto three whole weeks yet nothing, not even such as an email. When phoning their customer care on ***you just get the very same run around story of there is a back log with their collections and would be promised that the issue is escalated and you would receive a collection waybill number with the very same day or the following, at one stage i was even assured it would be in the next 24-hours. Yet still nothing.... absolutely poor customer support when coming to online purchases. In my life i would have never ordered online from makro or would even recommend anyone to buy online from them if I had known this would be the case. Absolutely unacceptable