Makro Online review: Return and refund scam

I purchased 2 couches online on 7 Aug 2023 & called Customer Care just after my order to request that delay delivery until 1 Sept because I was moving to a new house & wanted the items to be delivered to the new house, the agent said it will be no problem & she will submit the request. On 16 Aug I received email confirmation that my delivery will be delayed as per my request on 1 Sept, on the same day I received an email that my order has been dispatched. I called the Customer Care again & they said they will sort it out. On 17 Aug they delivered the couches to the new address, I organised that they bring it to my current address. I unwrapped the couches on 1 Sept at the new house. From the beginning the couches didn't work properly & in the first week the thin wooden frame broke, there's now a hole in the couch. I logged a return/refund on 9 Sept & I follow up everyday and everyday they have the same excuse. Today is the 20th Sept. Their return policy is 2-5 working days. It's easy to take my money and ignore my requests but to collect the items & refund my money are being ignored completely.