Terrible After sales service

Bought a 15k Smith machine from Makro and it was delivered with a missing part. Logged a call with Trojan for the part and decided to procure their installation services. Process was fast until I paid them R800 for installation. After that I've been speaking to the rudest consultant called Kefilwe. Lead times keep changing, it's been a week and zero service. What's worse is there's no clear process to get a refund