Part of order missing, no response

Having shunned Makro online because of bad reviews I was encouraged by new reports to try it. I ordered a gaming chair on Friday afternoon and it was delivered on Monday afternoon, not bad. Unfortunately, someone had cut a hole in the box to remove the castors of the chair, the culprit unknown. I reported this the day of the delivery but so far only a notice of receipt of the complaint was received, after that silence. Without the castors, the chair is decidedly less useful and I offered to buy them myself it Makro reimburses, as said, no response.