Item delivered used, torn and dirty.

I purchased a laptop bag on line on the 23rd Ma rch, order no: MAK*****. It was delivered 2 days, later on the 25th March, when I came from work, I opened the package, the bag is torn, chipped, dirty and straps are detached from the bag. I logged a return, which was supposed to be picked up on the 28th March, no one came or called. I went to Makro, Woodmead and I was advised they can't help me, the online purchases are by the 3rd party. Well on line no one mentions that, its just Makro. I am yet to hear from them. This is such a terrible experience, and I will never buy from Makro again, online or in store. They have no regard for customers, and the call centre should not exist, they are helpless and drop the call on you....