Does Makro Online provide second hand, used items when new items are ordered and paid for?

I purchased a headset online from Makro. The delivery came quickly but: 1. The headset was not the model that I ordered. 2. The box in which it was packed had been roughly opened before I received it and was damaged. 3. The handset is obviously not new. One of the ear cushions is torn and the white cushions are grubby. 4. There was no charging cable in the box, which is specified on the box. 5. There were no instructions in the box. I immediately sent an email to Makro customer care. I also sent a whatsapp. The response to the whatsapp was an instruction on how to log a return, which I did. The response was that their team would evaluate the request to return and, if approved, would issue me with instructions as to when and how to return the item for further review. Those instructions never came. I sent several emails. Each time I received a reference number, but nothing else happened. So Makro proudly sends out an incorrect and second hand, used item when I purchase a specific new item and then ignores me totally when I reasonably want to return the item and receive what I actually ordered. I have previously ordered other items from Makro and the service and the products were excellent. Something seems to have gone very wrong with Makro's online business.