Appalling online service at Makro Silverlakes

I bought a washing machine online on 28/01 and it was delivered on 02/02. Upon unboxing the machine it was clearly visible the machine was severely dented! I immediately reported it on 02/02 via email (***) and requested an exchange. I received a response from David Mabena saying that they received the request and someone would be in touch. And as suspected no one contacted me. I then called your support line to find out what the hold up was. They informed me that they haven't received feedback from the Silverlake's store. I decided to phone Silverlakes myself and they told me they would be collecting the damaged Machine on Friday, 11/02. I requested that they deliver the new machine and collect the damaged one on the same day and it was agreed. No delivery or collection happened on the Friday I phoned again and they moved the delivery/collection to the Monday,14/02 and simply said they though somebody phoned me. Yet again no delivery, same thing- I phoned and it was moved to Wednesday 16/02. I am livid! I have logged 2 complaints with customer care with no feedback! *** & ***. Today when I phoned the Silverlake's online department yet again their excuse is that the manager is in meetings and that I should call back. This is the most appalling service I have received! If I could give you negative stars I would! I am still waiting for your response on when I will receive my new washing machine! but at this stage I don't want to support you anymore! I want my money back. But with your track record I am assuming that will be an even bigger hassle.