Pathetic service

On Tuesday a purchase was made for a freezer for my grandmother that is a pensioner today the freezer was delivered firstly I have purchased many things online from makro and the guys usually unbox it and ensure it is working before leaving however they did not do that I find it so disgusting that they took advantage of the fact that's she's old and left it by the door without even opening it . When she eventually cut the box to get it out as obviously she can't pick the freezer up and remove it out the box there are 2 dents on it. I then told her to call the customer care line to ask for a way forward she is told to wait 4 to 5 working day and also that they will not take it without the original packaging how damn ridiculous because this was bought for her as she needs it desperately all her freezer stuff is in the fridge as her freezer stopped working and then the nerve of the lady to say she needs to get it back in the box I am so disgusted and disappointed as to how you guys operate and blaming the customers yet you guys did not do yourls job by unpacking it . I strongly suggest anyone wanting to buy from makro refrain from doing so as they are ************* and don't have their customers interests at heart