What a nightmare

I purchased 2 chairs online from Makro which was delivered to me on 14th February. Unfortunately these chairs were not to my satisfaction so I decided to return it. The on line return policy states that we can try it to nearest store . So I went to Makro Alberton returns department and they refused to take the chairs stating that I must create an online return which I did on the same day. To date I have not heard anything from Makro. Chairs still not uplifted and no refund. This is such appalling service, zero understanding of customer service. This is now second bad experience with Makro.