Makro Centurion - online fridge purchase

I bought a fridge from Makro Centurion online on the 22nd of May 2022 and it was delivered to my home address late on the 24th of May. We removed the packaging the following day, and noticed damages to the fridge. It was dented on the side and damages to the top back were noted, seemed like the fridge was dropped. I logged an online return request the same day, added photos of the damages as requested per the online process.

We had no feedback for almost a week, and contacted Makro telephonically before any response from the returns report was received. We were asked to send the photos again per email, which we did. Days later we received feedback from the team that they are still unable to view the simple jpeg images. So if I send it again, another week will pass and someone will come back and say that they cannot view the images????

It is now 2 weeks and we are still waiting for Makro te resolve the issue, and no timeframe provided as to when and how the issue will be resolved. We are sitting without a fridge. I feel that the communication from the customer support team is very slow and it seems that Makro is avoiding addressing the problem. It seems like if we dont drive the process from our side, nothing will happen and Makro will keep their money.

With the online returns form, we requested a replacement, but we no longer want a replacement. We would like our money back, the damaged fridge collected so that we can buy a new fridge somewhere else.