Bad Service

Ons the 19/07/22 we bought a 14 kg washing machine on 02/08/22 i phoned them regarding the machine that is not washing i then got a ref for a defy tech to come on Friday 05/08 on 06/08 i went to the shop as no tech no phone call nothing happend i am still currently at the shop since 10:40 time is now 11:40 and the manager can not get hold of anyone to help him i have requested a refund so i can go somewhere else where i can find service ............ 11:42 No help nor conclution please advice