Delivery gone wrong

I recently purchased a washing machine online. The machine was delivered and received by a member of my household. Unfortunately she did not know how to install it. Last week Thursday - I unpackaged the machine - only to find a massive dent underneath the bubble wrapping. I immediately called Makro to initiate a return and for the item to be replaced. The call centre consultant assured me that the matter would be escalated urgently. It’s now one week later and nobody has called to pick the machine up. I’ve had to spend my own money and time going to various dry cleaners when I have a machine sitting in my kitchen that I cannot use and makro continues to escalate the return with absolutely no change whatsoever. This has been a nightmare of an experience. You don’t expect problems on delivery for a product and having paid more than R5000 - you wouldn’t expect this level of customer service. I’m truly disappointed as a customer