Very poor service from Makro Online

I ordered a LEGEND PROF CHEF CASSEROLE 20CM from Makro Online on 14 December 2023. The order was processed and dispatched, and I was kept well informed all along the process. Unfortunately to my great disappointment when I received the item I found when I opened the package that the item had rust spots on it. I immediately contacted Makro on their WhatsApp number and was told to log an online return the next day when the systems had updated overnight. This I did online, where I could choose a date for the parcel to be collected - I chose Wednesday between 12h00 and 17h00. I received an email confirming that my return had been logged, but have heard nothing from Makro since then. I waited at home the entire afternoon on Wednesday, but have heard nothing. I then checked on my online profile which said "You have not initiated any return requests yet." So I thought I would try to log the return again, but although the item came up as an online order, the "Select" button was greyed out so I could not select it.

So then I called Makro's number, a lady answered and listened to my query, then put me on hold about 8-10 minutes, only to come back and tell me she couldn't find the record of return - what is going on with this??????? I RECEIVED AN EMAIL ON 17 DEC AT 14:01 SAYING MY RETURN HAD BEEN LOGGED!!! Do not buy online from Makro.