Broken product delivered, no replacement delivered in over a month

I bought a washing machine on 31 January 2025, when they delivered it on 11 February 2025 the soap dispenser was broken, which means I could not use it. I have now tried to call them through out the whole month of February however I keep being told that my complaint is being escalated to the relevant department who will get a hold of me to discuss when the machine will get replaced. No one has tried to contact me, it is now 4 March 2025, almost 4 weeks after the washing machine was delivered. Their processes are very bad, I have had to resort to contacting the ombudsman to try to get the issue solved.