Return/Refund - No feedback from Makro!

We bought a fridge (Defy 348l Bottom Fridge/Freezer with Water Dispenser) online on the 28th of October 2024, and it was delivered on the 29th of October. We unboxed the fridge on the 2nd of November and noticed how noisy it is. The sound is too loud and unbearable. We also noticed the dents; It looks like the fridge was used before or it was on display. We switched off the fridge and have not used it. We then logged a return on the 4th of November, attached pictures of the dents and selected for the fridge to be collected on the 8th. A gentleman by the name of Neo called on 5th and said the return was rejected without giving any further explanation. I insisted on the reasons for this rejection, which he then said he will check with the head office (smh), and only then he also noticed the pictures we had initially attached when we logged the return and said he will call back with feedback. He never called back. We then did a follow-up on the 6th and was advised by another consultant that Neo will give us a call. We have been waiting since then. We had to arrange for someone to be at home on the 8th for the fridge to be collected, yet no one came, and no one called. We called YET AGAIN on the afternoon of the 8th (spoke to Retshepile) to check if the fridge will still be collected. She advised that Neo was to check with the supplier and give us feedback. It’s now the 12th and we have still not heard from Makro!