HORRIBLE CUSTOMER SERVICE!!!

I placed an order online with Makro, received my order today very visibly broken as soon as I took it out of the box I could see it was broken it actually looks like a part is missing. I tried logging a return onsite but when I want to choose a pick up day, I can't so not only am I stuck with a broken devise I can't even log a return. then I called used up a lot of my airtime only to be told an escalation is logged and now I must wait for someone to call me back. I need this devise in order for me to work it is just before a long weekend and nothing is done over weekends and publick holidays! this is the worst and most frustrating service ever!!!