Shocking Customer experience Hi-Fi Corporation

I ordered a brand new Defy fridge last week, it arrived broken. I have phoned customer service at least 5 times, I was informed my case had been escalated with a turn around time of 24 hours, its been close to 48 hours. There is complete incompetence when it comes to following their own internal processes and turn around times, leading to a complete break down and one of the worst customer experiences I've ever had.