Appalling

I ordered a steamer from Makro online on the 2nd of July, the steamer was delivered a few days later in an unsealed box and the steamer was not working. I then sent a mail asking them to resolve the issue. They said the steamer would be replaced and the exchange was delivered but the 2nd steamer was in an even worse condition than the first one. It had dried soap **** and water running down the whole front of it. I took pictures and srnt them to the customer care centre and requested a refund. I still don't have my money and I'm sitting with a used broken steamer taking up space. Whenever I call the customer care line, I am told that they are awaiting the store's response. Whenever I call the store (Strubens Valley) I am put on hold forever until the line goes dead. Makro sent me two broken products and now I have to beg and plead to get my money from them. I am appalled :(