*********** and Slacking

So on the 13th, i ordered a washing machine from Makro, on the 14th it was packed, shipped and delivered that evening. Upon removing the box i saw that it has a really bad dent on the front of the machine, so 1st thing the morning of the 15th i start phoning and writing reviews. And have been told they have escalated and sent follow ups. Never once did they say "log a return", today 20 November we eventually get to speak to a manager, and was told he'll phone us back. One of the agents phones and tells us to log a return request, and also informs us that only 2 days after the request for return will they be able to come and collect the mechine...... so why from day one has no one told us to log a return for the Machine, after we have been calling and redirected and been placed on hold, now only we are told to log a return. So this item would have been collected last week already, if we were told to log a return, but because no one said we should do that, we need to wait. This is unacceptable. Complaint ticket nr: ***.