Incredibly Unreliable and Unprofessional

I order a product on the 31st of July 2024 and paid using Payflex. The order was confirmed on the 1st and collected on the 2nd by courier (as per the Makro app). I received a call from a Courier Guy representative on the 8th of August, who seemed to know just as little as I did about my order.

I email Makro to query and received a reply saying the product was damaged on the to me and I will be refunded in the same 3-5 working days period they failed to complete my delivery in (without giving me any options or regard for my inconvenience).

Since I bought using Payflex, how will the refund work in this regard? I have to pay another installment to Payflex tomorrow, for a product I have not recieved yet and do not know who will be refunded for including my initial installment.

And the order was collected on the 2nd of August, I couldn’t be informed or refunded on the 3rd? At no point from it being collected by the courier was it updated to be on the way to me. Surely the supplier has more of the product, why weren’t plans made to exchange the product earlier?

Order number: MAK*** Line item: Engine Stand 450kg

TERRIBLE SERVICE ALL ROUND