Makro sells used items as new

Good afternoon, if customer service was important i would have received the proper item i bought, not received an item which was used, we make mistakes but as a business i expected makro to contact me directly but up until now i have not received any calls from the store, i have made four calls to makro online and kept receiving feedback stating the matter has been escalated, escalated to where?

i am still sitting with a used item which i paid for in full, how does one not escalate with priority or knowing full well what is delivered and take the time to not do what is required, if this matter is not sorted out by today i will request a refund instead of delivering what was required.