Dion Wired sold me a broken washing machine and refuses to replace it

On Friday 9 November I bought a washing machine on the Dion Wired online portal. It was delivered on Saturday 10 November when only my minor son was at home. When I arrived home later I removed the wrapping and found that the machine was so badly dented that the soap dispenser drawer couldn't close. I reported it immediately. It is now a week later and I am R7000-00 poorer with a broken machine filling up my kitchen. All I get from Dion is:

Web Support Game ********** Thu, 15 Nov, 12:09 (2 days ago) to me

Hi there Theuns, Thank you for your email. We are still waiting on feedback as they are arranging the replacement item with our couriers. We will let you know as soon as we hear anything. Kind regards, Brad Adriaan Game Online Support: Tel: ***Customer Service Contact Centre: Tel: 0861 GAME CARE (0 ********** 2273)

When I phoned this morning I was told that they are "still investigating". Do I now make a case of ***** to get any attention?