Worst online shopping experience with makro

All was well would order every month groceries until I made the mistake of my life of ordering a stepladder from them and it was delivered broken on the leg then I created a return on their site same day even attached a picture . Today it's a month and a half no collection, replacement or refund. When I call they promise me then nothing happens, I literally called every number available to get help but it seem like the are doing a bully tactic. I regret choosing them instead of Takealot, normally it will take two days to pick up a return via Takealot, the prices of that stepladder was cheaper at Takealot. The worst thing I did was to choose Marko don't shop with them online especially on returnable items you will regret.