Poor Customer Service

My husband recently purchased an Empisal sewing machine for me as a gift. Upon opening the box, I realised that this machine had been used as the bobbin and thread had been weaved into the machine already. There was also a practice material lodged into the needle. My husband then booked a return and we were told that they would collect the machine on 13 December 2023. We are still waiting. We have called Makro countless times and with each call, the assistant says they will escalate it. We have not received any feedback or received our refund. This is terrible customer service. How can we receive a parcel that has already been used, considering it is an expensive gift? Why is it taking so long for our refund? We have followed the necessary steps from Makro’s side. This needs to be dealt with immediately!