Poor customer service

I have been in contact with numerous call centre agents by phone and WhatsApp. All who have been of little to no help. Promising escalations and call backs and everything in between. On the last call I asked for a supervisor and the agent refused! Eventually hanging up on me. Extremely unprofessional I might add.

The clothes dryer I purchased arrived badly damaged its appalling that Makro would not ensure their sellers are help to the same quality standards as their in house products.

I initiated a return within an hour of it being delivered on 26 JUNE 2025. It was supposed to be collected by 1 July instead it was collected on 3 July. And now I'm told it is still in transit.

I need the following questions/concerns addressed please:

Given the delayed collection and long transit time. When can I expect my refund? Please provide an estimated date.

Can I also have the full name of the last agent I spoke to please. I called at 11:56 am on 08 July 2025.

Lastly, please advise the process of a formal complaint against said agent.

Looking forward to your most urgent reply