Very bad service

Shocking service from Makro! I bought a shopping trolley online and it arrived via courier. It didn't even come boxed in a package, but manually wrapped with bubble wrap. When I opened it I was shocked to see that the wheels have been used. When I looked inside the cover it was clear that the insides have also been used. I was sold a second hand item for the price of a new one. Makro collected the item and I have been trying to get a replacement for the last 2 weeks, without success. That after about 20 calls to the call centre, many emails to customer care, without any response. I wanted this for my mom's birthday, and now it is too late. This is pethetic. Please do not use Makro online, rather buy something new that you can see.