Received damaged products and receiving pathetic service trying to get it exchanged - Consumer Complaint for MAKRO - Head Office

I ordered 10 Chelsea outdoor chairs (along with 2 other items) online on 17/02/2021. The chairs were delivered on 19/02. I took off the plastic wrapping the next day and noticed that the chairs were full of marks and scratches. I called the call centre and the agent (Paballo Moloi) said that they will arrange for new chairs to be delivered, and that when they deliver the new chairs, the damaged ones will be taken away. Since then I’ve had to keep asking when they will exchange the chairs, they finally came on 26/02 - if I had not kept following up they probably would not have come. And they arrived to collect the chairs without bringing the new ones. I have an email from the agent saying that they will bring the new chairs and collect the damaged ones at the same time. So they did not end up taking the damaged ones. I have been trying to follow up with the agent as to when they will bring the new chairs but my requests are now being ignored. I sent an email explaining what happened on 26/02 and that if they cannot sort this out, I would like a refund and they can collect the chairs when it suits them because clearly no one seems bothered about the pathetic customer service that I am receiving. I bought the chairs because I need to use them, not leave them stacked waiting to be exchanged for who knows how long. If you are unable to exchange it this week, I want a refund done this week. This is really terrible customer service, and for my follow up to just be ignored is rather disgusting. I also asked if I could be put in contact with a manager because the agent kept saying they are escalating my query which obviously was not making a difference - but I have had no response, nor have I had a manger contact me. My reference number is 1403254