Makro refusing to pay back my money yet no goods delivered

I am writing to express my deep frustration regarding a recent purchase that has left me feeling ****med and unsupported. I placed an order for a new washing machine through your platform and paid R8,399. What I received, however, was a used machine that looks nothing like the product I ordered. It arrived without packaging, and the invoice emailed to me contains no mention of the third-party seller responsible—whose name I am still unable to obtain despite multiple calls to your support team. It has now been more than 10 days since the incorrect washing machine was collected from my premises, yet I have received no update regarding my refund. This delay is extremely frustrating, and I am growing increasingly concerned. To date, I have received no communication from Makro—no update, and not even an apology for the inconvenience caused. This continued silence is deeply disappointing and reflects poorly on your customer service.

Makro sends automated responses with reference numbers but no response or attempts to resolve this matter.