Bad service and very bad customer service.

I have order a Defy refrigerator at Homechoice on the 24th of September 2020 and it was delivered on the 26th September 2020 and it was nicely packaged and sealed. After the delivery guys have left I unwrapped the it and found that the fridge got a dent on the door. I then logged a call with Homechoice customer service on the 28th of September and they asked me to send them the pictures, of which I did send them on the same day(28 September 2020). I was then told that I must wait for the call from their collection department, the will call me to make collection arrangements. After a week I then called to inform them that the fridge is not collected and no one has phoned me, I was told that their collection department has a backlog from before March an I must be patient they will call me and their turnaround time is 7 to 14 days. After 14 days I called again and i was told the same story and the 14 days turnaround time fell away and I asked to speak to the manager and they refused to put me through and was told that the manger or supervisor will tell me the same thing. i kept phoning every week from then got the same story again. I then contacted Defy and in a day a tech was at my place to assess the fridge and it was unfortunate that they said the fridge got to be replaced by the service provider of which is homechoice because it is new. the whole month of October and November calling Homechoice and nothing was done but told the same story and they refused me to speak to their supervisors or manager(i guess that is their process "do not escalate any calls to the supervisors or managers"). I then call again today I was then told told to send the pictures on a watsup number on the 19 November 2020 of which I never new about it, I was then given a number to send the pictures again today and I was holding waiting for them to acknowledge that they receive the pictures and I was told the person managing the watsup is on tea break they will get back to me.

This is a horrible service I've ever experienced in my life.