Customer Service? Not at Makro!

I bought a washing machine online from Makro on the 26th of April 2024. They delivered at 17:50 on the 30th of April 2024. At 19:20 on the 30th of April 2024 I logged a call for a return as the machine was faulty. I eventually received a call back on the 2nd of May 2024 and Value Express collected the machine on the 3rd of May 2024. I have been following up everyday to find out what is going on with the machine. But according to the customer support center that takes your call or phones you back after a negative rating, the machine has not been delivered back to the store. Its been longer than a week since Value Express collected the machine and still not delivered to the store. Under no circumstances are you allowed to speak to a manager, the excuses are always they are in a meeting or they are on lunch, they will phone you back, which just never happens. I was told by one of the call center operatives that there is nothing I can do but wait until the machine is delivered to the store? Makro... are you holding me ransom with my own money? I can't buy another machine, because you refuse to refund me before the machine is delivered to your store. Also, you refuse to replace the machine until the faulty machine is delivered to your store. I DON"T have the machine, your supplier that you pay have the machine and I am the one left without any information from any of your employees and I still don't have a machine or even an indication of when I will have a machine. This is not service delivery!