Unhappy customer!

On the 11th of july i returned my Samsung 32" microwave as the ceramic was chipping, i returned it to makro on the 11th and the lady could not at all give me a ETA all she said it could take 21 days, on the terms and conditions it specifically said of i dont collect the item Makro will sell my item, not once was i called with a update or saying i could get a new product, im without a microwave for more than 3weeks amd still no contact, i tried calling the store sooo many times i am always put on hold for more than 30min +always, i need this resolved asap i want a NEW Microwave