Item delivered damaged - return which is being dragged out

I ordered a chest freezer online, which was delivered on the 23rd of September 2024. It arrived on the 4th day since I placed my order, which was 2 days over their claimed 2-day delivery.

The freezer was delivered damaged. It looks like it was dropped somewhere in the process before getting to me. After unpacking and finding that 2 feet were missing, I also noticed the damage at the back. The frame was bent on one corner.

I immediately logged a return on the same day, the 23rd of September 2024.

I have been calling eveyday since for feedback on when they would collect the item so I can get a refund. I have been told every time that it's been escalated, but there has been no movement.

I believe they are pushing this to the 14-day mark so they can give me the run around with my refund.

Absolutely disgusting service from Makro. Every time I call in, I need to explain the whole issue from the beginning.

I will never buy from Makro again. I have seen comments that people are waiting over 2 months for a refund. I believe that I am in the same boat here.