No service to collect a return

I brought a washing machine online, and it was delivered within two days. Excellent service initially, but that didn't last long. As we opened the machine on 1 July 2024, it was damaged. Logged a complaint/return on 1 July 2024 and selected a date when the machine has to be collected, which should've been on 5 July 2024. Since 4 July I phoned Makro and every time they said it has been escalated as important, but even after requesting a supervisor or team leader to contact me, nothing has happened. They promised me I'll get a full refund, but I'll only receive it once they have the machine. Please contact me to resolve it, I can't be without a machine. I know R5000 is a drop in the ocean for Makro, but personally it is a lot of money! I will really appreciate any assistance as soon as possible!!