Non existing customer service

I bought a Online Fan only from Makro using my Ucounts. I received the box from the courier, and the box seemed to be opened already before. The instructions wass 1 page with the other pages gone. You could see their used to be more papers stapled together. All the parts was also not in the box. We logged a return call to makro. On the day they said they will pick up the fan they emailed requesting information and photos. Since then nothing further. What service is that??