Makro online - where shopping is a nightmare

Ordered Big5 braai kettle online on 31 October. Delivered 08 Nov. Damaged condition. Requested return immediately. No feedback. Checked online account - "return request denied". Called Makro 12 Nov. Helpful agent told me request had actually been processed. Got email 13 Nov from Makro telling me to have product ready for collection by courier on 14 Nov. WAITED AT HOME ENTIRE DAY but courier did not show up. Have called Makro repeatedly today. Get put on hold & then cut off. ALL I WANTED WAS TO BRAAI