No after sales service

I bought a washing machine from Dion Wired online at the end of March and it was delivered within 2 days. However, when we removed the packaging we found that the washing machine was badly damaged. I immediately phoned the call centre, explained the situation and the washing machine was collected the next day. I followed up almost daily to find out when we will get a replacement. After 2 weeks I gave up and requested that they send me a refund so I can purchase a new washing machine elsewhere. I was told that the refund would take 7 to 10 days. It has now been three weeks! Everytime I phone I have to tell my story again because the consultant thinks I have received my washing machine, and every day I am told the exact same story: "We are waiting for authorization and Cedric will update you today regarding your refund." Cedric does not get back to me unless I email him directly. This is completely unacceptable! I will never go into a Dion Wired store again. This is nothing less than **************** and a complete disregard for a customer.