Bad service regarding warrantee of fridge/freezer

Our Hisense Fridge/Freezer broke a week ago. Gas was leaking and all our food defrosted. We let Makro know about the issue and that our fridge is still under warrantee. They told us they have 48hours to send someone to come see what is wrong and what will be done, but since it was Friday and they dont work on weekends, we had to wait till the next week monday or tuesday for the call, but nothing! We lost all our food and the gas smell is horrible. We followed up and they had to log the issue again but it is Friday (7days after the 1st issue log), and still nothing. It is so frustrating and frankly pathetic. I dont care who needs to step up: Makro of Hisense, but seriously! How do they expect us to go on like this for a whole week?