Makro is the worst!!

I ordered a mini oven with a 2 plate stove on 13 January. It was delivered on 16 January. When I took the cling wrap off the box, the box was damaged firstly. When I opened the box the product was damaged and had a whole lot of dents. On 17 January I went into Makro but unfortunately they said they could not replace it and I should log a return on the app as it was bought online. I logged a return that exact same day and they collected it on Tuesday 21 January. Since then I have called them twice with regards to my refund and all they can give me is lame excuses saying I have to wait for the refund to be paid out (they do not know when it will be paid out). Today is 25 February and I am still waiting. More than a month since it was collected for a return. Makro service is the worst!!!!!