DEFY and Loot.co.za gross dealings with returns

loot.co.za has the worst possible ethics I have ever encountered. A washing machine ordered in December was delivered over month later. Goods delivered are damaged. The techinician from DEFY was sent out who verified the control panel was broken. I no longer wished for the item to be repaired as the technicians had stripped the brand new machine in front of my eyes, so I requested a refund. Kelly, the person with whom I have been dealing with from loot.co.za, since January, has not called or returned any calls. Every response has been 'we are dealing with the matter'- when nothing has been done. Kevin, another return agent said that if DEFY did not collect the machine within two weeks, loot.co.za will take responsibility to collect it, as DEFY delivers their own products. Kevin's stated this on the 28/01/2020. Today is the 12/03/2020. I ordered the item from loot.co.za on 05/12/2019. Loot.co.za specified delivery for the 13/12/2019. After numerous calls and calls and wasted time on the 23/12/2019, I said to loot.co.za if the item was not delivered by the end of the week I would like a refund. A week passed. On the 03/01/2020, the deliveryman of DEFY, without a phone call, delivered the damaged washing machine to my residence which someone else collected. Loot.co.za has gone against their own return policy. Yes, I had initially stated that the item be repaired- however, after the technicians stripped it to establish what was wrong with it, I don't think it's fair that a customer who has paid in full for a brand new machine should have it 'repaired'. Loot.co.za finally agreed to exchange the unit for a new one, but by this time I was so irate with dealing with Kelly from loot.co.za, that I never want to deal with Kelly, Loot.co.za or DEFY ever again. The washing machine in question remained unused up until yesterday, 11/03/2020, to which when it got to the spin function, vibrated so royally that it vibrated itself from the kitchen sink to the opposite counter.