Worse online shopping experience

I bought a Samsung 8Kg washing machine via Makro online month end June 2025, the delivery was quick however they did deliver very late at night around 18:30. Days later when I got someone to help me install the washing machine he noticed a crack beneath the detergent drawer (not easy noticable). I then submitted a return online there was a bit a back and forth via email and then they asked me to send pictures which I did and shortly after that the return was rejected something about not sending pictures(invalid reason). I called Makro customer service, received an escalation number, I would call Makro every week without fail and each phone call I would feel heard but I would receive zero communication or progress with regards to my case until I initiated contact with via phone calls/email. At one point they wanted to put the crack of the washing machine on me, I stated that the machine was delivered night and there was no thorough inspection done by the delivery guys, and the crack is in a place that is very subtle and cannot easily be made by normal handling and invited Makro to come and inspect the washing machine themselves. A month later, late July they called to say I should resubmit the return they had reset my return case/profile online, feeling rather optimistic after that, ..... However nothing changed I still had to call Makro, email them asking for progress until I received an email 2 weeks ago saying that return is rejected and not stating exactly which part of the return policy I did not meet or comply with. It has been over 2 months now and I am still sitting with an unused washing machine and have resorted to other legal means because speaking to Makro has not helped.