Selling damaged goods online

I have purchased a velvet couch online from makro R3700. When we opened the bubble wrap on delivery, the couch was wet and damaged on handrest with a hole. I tried to log an online return which wasn't working and then tried calling the entire week nobody including Lungi manager has returned my call. The online returns doesn't even process through. I went to the store and reported and emailed the pics but almost 14days passed with no response. I went to the store 3 times and on 27 Jan a marketer called to assist. I explained that I want a refund, she wasn't intrested and sent email that in 2-4days will be fetched. To date I'm still sitting with a damaged couch that iv been charged for. This is extremely pathetic service and such a poor reflection on makro charging consumers for damaged goods and nobody bothers about the client despite calls. According to consumer act damaged goods cannot be sold but I seem to be a victim of makro where makro takes money and supplies with damaged goods for online shoppers. I definitely plan on reporting to the media. Makro deserves a zero rating for customer loyalty, service delivery and quality