Dont buy online - no back-up service

I will never buy an appliance from Makro again as there is no after sales service. They answer the phone promptly but no service thereafter. I bought a fridge online on the 31st Jan and it was delivered on the 4th Feb. It is now the 24th and I have a fridge that doesn't work and no one comes back to me. I have phoned the online service department 4 times and they kept telling me someone will contact me, they ask the same questions every time. I was really annoyed today after not having heard anything and was told that they actually wont help me and I need to phone a store even though I bought it online. Its supposed to be replaced if its reported in a certain number of days so not sure why this is such an issue and cant be resolved.