Poor service and selling used items - Hificorp

I purchased a Defy Black Glass fridge from hificorp on the 3rd July 2021. The fridge was delivered by their courier on the 6th July.

Upon opening the fridge and preparing to switch it on, I noticed multiple scratches, chips and glue marks inside. It is clear the fridge is second hand (reconditioned) and not new. I then immediately called hificorp, raised a complaint/ return and followed up with an email containing all the pictures. The agent I spoke to was Preharshini Pillay. A few days followed, and I heard nothing, so I called and emailed again. I was told this would be escalated. A week followed, and I emailed with no response. I then raised a complaint on the 13th July, and was told the following: "The irder is with the Cape Town warehouse to exchange unit for the customer,please note that we cannot confirm as to when delivery will take place since all our truck's are not working at the moment.As soon as we are up and running we will deliver to you". I then heard no more. On the 16th July I followed up yet again, and received an automated, and again poorly spelt, email. I then received a call last week, on the 22nd July, saying a defy agent would come out to expect the fridge. I asked why, as the fridge did not need repair, it needed to be replaced with a NEW fridge! The person in the warehouse did not understand.

Today, the 26th July, the defy agent came out to expect the fridge, and said he had no clue why he is here as I should receive a new fridge and he was told it needed repair. I called hificorp yet again and was told again that my complaint would be escalated.

I am still waiting for the fridge to be replaced, 3 weeks later!!

Worst customer experience, ever.