Makro contact service and refund is ridiculous

I placed 2 orders at Makro, they were delivered later than intended. once they arrived I noticed my brand new fridge was dented on both sides and the 10 85L storage containers I ordered all arrived without lids. I contacted Makro the next day with difficulty. I couldn't log a refund on Makro website, because within 24 hours the refund period had ended. Which is ridiculous. Eventually someone asked to see photo proof on email, I never heard back, 2 days later I rep**** to the email to ask if they've heard anything. No response. So I went into Makro with 2 young children under age 4, stood in the heat for more than 90 minutes to hear they don't have stock, they will refund and collect the next day. Now 2 days later, still haven't heard a thing. Can't get answers on email, on phone or in person. The total refund I will receive is +-R10 000. That's not money that just lies around for a single mother with a broken fridge, which was the whole reason I had to buy a new one. I have thrown out most of my fresh food, because I currently still have a broken fridge at home, one in the garage that needs to be returned because it is dented, money I need to get refunded so I can buy a new one. The whole reason I did online shopping is so that I as a single mother didn't have to struggle in store with young children and now I'm still not getting any service after struggling in store.