Struggling to return damaged goods

We ordered a new fridge online and it arrived within the stated 5-10 business days, having been transported from Bloemfontein to Cape Town. However, after unpacking the fridge, I noticed that it had obviously been damaged during transport or in storage. It had a massive dent on the one side. These things happen, I get that.

My complaint is around the process of trying to return this damaged item and get a replacement/refund.

I phoned the call centre and was hung up on twice, after waiting for about 15 minutes each time. I also filled in a return online (on the Makro site) with photos. I received a confirmation email stating that my return had been logged. However, this is not visible to me on the online portal, so I'm not sure if it was actually received. I have also spoken to about 3-4 people on the phone and via email to try and get the fridge collected.

I no longer want to swap it out. I just want my money back because I had to get another fridge in the meantime from one of Makro's way more competent competitors.

It has been over a week now and no one has contacted us to let us know that they will collect the fridge at a certain time.