Worst customer service ever

Prior to Christmas 2023, I purchased 2 of the same item online. Only 1 of those items were delivered. I continuously requested for the other item to be delivered and it never was. I had to contact Makro multiple times and only received feedback once. Eventually I gave up and requested a refund of the item which was not delivered. I was refunded. One of the agents I spoke to then logged a return for me without my request/permission. When I did decide to return the delivered item, I again had to follow up with Makro because nothing happened after I made the request. When I called in again, the agent said that a return had not been logged or requested. THIS IS ATROCIOUS. Why do I have to go through so much effort????????? Makro's customer service is DISGUSTING. I AM STILL WAITING FOR THE ITEM TO BE COLLECTED AND I EXPECT A FULL REFUND! Ridiculous.