UNFAIR CUSTOMER SERVICE

I wrote a review about Makro on the 28th February after I've been battling for a return of incorrect product delivered by them to be returned. I have called customer service numerous times which was nothing short of a nightmare. I personally visited the branch in my City & was advised they've also escalated the matter because the TAT for the collection was overdue. I waited almost two more weeks no feedback. On the 5th March Makro responded to my complaint on Hello Peter privately advising that they dealing with my query & someone will assist me shortly... Today is the 11th, no call, no communication, no apology. I am out of pocket. I am unable to use the product, yet I'm being made a clown by a reputable company. How fair is this? Is the world class customers service?