Bad Experience with On-line order returns

I recently ordered a microwave online. Due to being occupied with two large projects at work, my daughter received the package on my behalf. At first glance, the box appeared to be undamaged. However, when I unpacked the microwave on March 6th, I noticed clear damage to the back of the appliance, which could only have occurred if the box had been dropped. Out of concern for further damage, I immediately repacked the microwave without connecting it.

I tried reaching out to Makro through multiple channels, including phone calls (both mobile and landline) and the WhatsApp service provided, but was unable to get through. Some of my inquiries regarding a return and exchange were acknowledged, but no follow-up was provided. I also emailed customer service, but those emails bounced back as undeliverable. On March 7th, I finally received a reference number after contacting them again, and I followed up once more on March 11th, but I have yet to receive any response.

I am very disappointed with the lack of customer service, as this is not the level of service I expect from Makro. Are they waiting for the 14-day return policy to expire? All I want is for them to collect the damaged microwave and replace it with a new one.