Disgusting customer service

I had a problem with a Bosch washing machine which was not even a year old, Makro was not willing to assist me in any way with regards to the warranty or repair. Eventually I managed to get a credit with Bosch who credited the store and in turn makro is supposed to refund me as I would not like to deal with them again. After a few visits to the store and confirming that I will get a refund on my extended warranty as well, when I get to the store they only refund me for my washing machine and now say they cannot refund me for the extended warranty, this is terrible as they made me visit the store numerous times to get the confirmation of this. I had not deliberately asked for a refund but because of the issue with my washing machine naturally you would expect a refund or at least a credit to use in store for something else. I advised the manager assisting with my return that I will not purchase another machine because of the service received. The person who dealt with my extended warranty had a terrible attitude towards me and had a lot to say, this is unacceptable and definitely not the way to treat your customers. How can makro take my money from me this way! Utterly disgusting!! They have emails with my information from the appliance manager stating that I want a refund and it had been discussed.