Disrespectful Manager and bad customer service

So on Sunday, we took our Bosch washing machine 13kg to Makro Strubensvalley. We requested a refund or replacement due to machine that is faulty and wont drain. Upon our arrival we requested to speak to the Manager (Theo). I was so shocked to this man's customer service and behavior, I was told that he won't refund us nor replace our machine and that I need to wait for a technician to fix the machine. I explained to him that after I mailed Makro I only received a reply after 2 weeks, then it took the technician another two weeks to come out..... This machine was bought in Jan 2020 and now I have to sit with this drama. The Store Manager was so arrogant and disrespectful that he told me this is his store and if I want Roodepoort Northsides number to report this he is happy to give me the number. I feel as the client who has supported Makro for many years this is unacceptable behavior from this man and he should be taken to task for this! We as clients support the stores and our money pays the staffs salaries and this is how they treat us!!!! I am now still sitting with this machine that's not working as there is currently no parts available to fix this machine! They were quick to take my money but when it came to refunding me they had 1000 stories! I am sick of this bull**** and I won't recommend anyone to buy appliances from Makro as there policy is a catch 22!