Makro Online review: Online return and refund services are pathetic

I purchased a laptop via the Makro online store on the 2nd February, the product was received on the 6th February. After inspecting the laptop, I realised it was not what I was looking for and logged a return on the 8th February, where I submitted the pictures of the laptop and indicated that the laptop can be collected on the 10 February. It is now the 3rd March and nobody has contacted us to make arrangements to fetch the laptop. We have spoken to over 10 consultants and each one promising they will help resolve our problem. We also went to the Makro store in Montague Gardens and they said they will write an email to the online store manager. We asked to also speak to the supervisor at the customer support centre and they keep diverting the call to another consultant. this has been such a frustrating time and all we want is our refund. the laptop is in the original packaging and waiting for colleciton.