Makro Online - Refusing to assist with returning defective item

I bought the Phronex Camping tent from Makro Online on the 14th of February 2025. It was delivered 2 days late on the 24th of February 2025. The tent was not as described on the website and the tent poles looked rewrapped in a white bag with some tape. The bag that the tent came in was worn and looked used before. I tried logging a return on the Makro website the day after on the 25th of February 2025. The website was not allowing me to log a return, so I sent an email to *** to indicate that a return on the website was not possible and that I require a return for the item I had purchased. On the 27th of February I called the national call Centre with Call reference CF70. They indicated that they have logged a return for me and that the couriers would be in contact with me. Nothing happened and I again followed up on the 11th of March with another email to *** to follow up on the return. On the 13th of March I received an email indicating that they logged a return with *** and that the couriers would contact me. Nothing happened again and on the 29th of March I took a shot and went to Makro Cape gate for assistance. They just called the national call center again only to find out that no return was logged under M13HABVKPUB. So, I asked them to please log the return again under the same number for which I received a call reference FJN8. The person that assisted me indicated that the return was logged and that they will phone me on Monday which is today (2025-03-31).

I am now fed up with my money being held ransom and this pathetic service from Makro. Can someone please assist me with a way forward?