Makro Online Frustration

I purchased 2 items from Makro online that were delivered on 26/2/25 and I logged a return for both items on the same day. The boxes that the items were in wre torn and the items (headphones) looked used. To date these items have not been collected by Makro despite me calling their contact centre numerous times and complaining about the delay. Each time I was told that they have escalated the matter. One call centre agent advised me that their supplier needs to arrange collection and I advised them that I bought these items on the Makro online site not from their supplier. They need to sort this out with their supplier. I need the items collected (they do not allow drop off at their stores!) and I need to be refunded. Their contact e-mail as it appears on their returns section does not even work.