Fridge not working for a month, no response

I have a faulty fridge that I purchased online from Makro Woodmead. The fridge is under warranty and I have been trying to get someone out since early January. I have waited at home now for three days and nobody from Defy has turned up as promised. Tsepiso from Makro Woodmead tried to assist but eventually passed me on directly to Defy. Initially I agreed but now that I am having issues it is not my job to escalate with Defy. I tried calling the store many times but nobody returns my call. I left a message for Kobus to call me back without a response. It is not more than one month without a fridge. I even drove to the store and nobody could assist immediately.