MAKRO online= Rotten service delivery + Rotten customer communication

The Makro online shopping experience I have had for the past month has been nothing short of abominable! I would have given them ZERO stars if I could! I ordered a Ceramic 16 piece dining set on 27th December. 2024 I received the package on 3rd January 2025. One of the cups were broken as a result of shoddy packaging. I filled in the Makro online returns/breakages report. took photos whilst product was still in the box and received an automated response. 10 days went by and no collection of the dining set... I called, (5 times) had the same response "we are sorry", "we will escalate this" etc. Finally one moth later on Monday 27th January the dining set was collected. I have called three times this week to find out whether I will be receiving a replacement dining set, and delivery date/ a refund to be paid out? I am utterly disgusted. Help!!!