Damaged goods, poor client service and unacceptable attitude

We bought two appliances from Hirsch's Somerset West on 28 June. Dominique, the sales person, was really helpful and we were happy with the purchase. They delivered yesterday, 29 June, and we are unhappy with both items - one (tumble dryer) is not working at all and the other (fridge) has a few scratches. Hirsch's did not take any responsibility to speedily resolve our problem. We called them numerous times and had to physically go back to them as they were just quiet. When we arrived, Elvisa confirmed that they are replacing our appliances and that they are delivering today - it's more than 24 hours and nothing has been delivered. Alex (apparently a store manager) said us to that it is very unusual for the fridge to have scratches - and we asked him what he is insinuating. In addition, we asked Elvisa if we could purchase a wine rack to which Alex responded, it's quite expensive. We were taken aback by this manager's comments. Is this the kind of service that Hirsch's takes pride in? In a time, where retailers are losing money, should those who are fortunate enough to have their doors open not show customers that our business/support is valued? We felt like we did something wrong through the attitudes we were presented with. We had given our fridge away because according to us we would've had a new fridge yesterday. The contents of our fridge are on our kitchen counters. Hirsch's is still quiet.