Useless, ineffective online returns system at Makro

What is happening at Makro online? It seems their returns policy is to make it as difficult and frustrating as possible to return a product. I bought a mini oven, which arrived with a damaged front panel (the box was probably dropped in transit), and I reported this via email the same day, and at their request, on my Returns section on their website the next morning (8 January 2025). I chose the following Monday for collection date. I got a reply email from Karabo M promising that someone from their returns department would be in touch too. And since then, despite five or six Whatsapp chat messages from me, and new staff members starting the conversation from the "How may I help you?" stage, I've not received a call or any indication. You'd think with an expensive website that staff would be able to read previous messages and not have to ask customers for a description of their issue. Backward! Last time I buy from Makro, that's for sure.