Damage goods and awaiting refund

I placed my order MAK*** on 25 November 2024 and my order was supposed to had been delivered on the thursday 28 November 2024, however the delivery person by the name of Itumelang delivered on Wednesday 27 November 2024 and it was a rainy day. His delivery van didn't a canopy to cover my groceries, the boxes were wet and the seals was open. I email (attached pictures of the damaged) and called the customer care centre on 27 November 2024 requesting for a refund and collection of the damaged goods. The consultant by the name of Thato acknowledged my email and he escalated it to Makro Strubens. On monday 02 Dec 24, I called again . consultant by the name of Miyelani escalated the matter again with the reference ***. on Tuesday 03 Dec 24 (12:47 PM), I called again spoke to the consultant by the of Annie/Amy, I was put on hold, and she advised she was going to call me back, no call was received from her . I call again at 15:32PM spoke to Ofentse , she put me on hold whilst trying to get hold of Makro Struben with no luck, she advised to call their customer care and the was no answer. I have been a loyal customer for quite a while buying my groceries online, this is my first time with Makro getting this poor service, it is almost a week, and I need my refund on the groceries I purchased. I do not have some extra cash to re-purchase groceries from a different merchant.