Return Process slow

Over the last 12 months Massmart has put in huge effort to streamline online service. This is apparent for Game, Builders and Makro. So service levels increased hugely. However, on Tuesday an order was delivered by Makro. On Wednesday morning the box was unpacked. The lid sealed by 2 layers of selotape and inside there are missing items. How do we know they are missing....external of box and instruction manual indicated they should be in box. So I call Customer service. I am then mailed a request for pics and order numbers etc....so I mail. Hearing nothing I call in again 2 hrs later. A friendly consultant advises the pics were received, matter escalated and informed someone will call as no one is sure whether an exchange will be arranged or missing parts Supp****. No call. No mail. So I call again this morning, I am told matter was escalated. However the store has not responded.....Centurion store....hmmm. so I ask when, when will there be feedback? No one is sure. Makro, now let's assess this. Unit was paid, delivered and then opened. It's visible Box was opened and then sealed. So how is that my problem as end user ? How many other boxes have been opened and subsequently sealed? And if the order could be placed, paid and confirmed, updated and delivered in a matter of 2 days, then why can an exchange that has been loaded, verified with pictures and 3 calls not be resolved in 48 hrs? Seems fair to ask.