Damaged product

I purchased bulk order in the beginning of December 2023. 1 of the items was a 10-pack of globes which was damaged when delivered since the courier delivered in a courier bag & not boxed. I contacted Makro who advised that I should log the return on the website which i did on the day of receipt of item. That was on the 6 Dec 2023. I have since called, emailed, did a live chat and I keep getting the same reply - either log the call or it will be collected. I asked for a manager's email to escalate but that cannot be provided. Yet you have a specified time period to return damaged goods. Every week i get an email to rate the service & even though I rate 1, there is no action. How frustrating!