Extremely poor client service from Ottery Makro Branch

I ordered 2 products online from Makro on 4 February. The Russell Hobbs Toaster was despatched from the Ottery Branch (Cape Town). When I received it, it was scratched and had a dent. I sent an E-mail to their client services to ask for a refund on Sunday. Which they then forwarded to the Ottery Branch. Followed up telephonically on Wednesday as I did not get any feedback. Thursday I phoned again on which I was informed that the Ottery Branch has not rep**** or read the E-mail, I then asked them to please phone te branch. Friday (17 February) a gentlemen from the Ottery Branch phoned me. I explained the problem and he informed me that he will immediately arrange for a courier to fetch the parcel and then I will be refunded. Yesterday I phoned Ottery Branch again as it was still not fetched. I spoke to a lady that promised me to follow up and phone me back, which she never did. This morning I called again and to my frustration could not get any help as the lady was not available. It is really just one big frustration. I would definitely never purchase anything from Makro again and will never recommend it to anybody else.