Hisense and Makro worst service ever

Good day all

We purchased a new fridge during the holiday season to be more specific a hisense comby fridge during the holiday season we opened the fridge after two weeks from buying it once it was opened we found that the fridge was dented also rubber on the fridge is coming off now because of the wind going into the fridge coz it's not closing properly the fridge is over icing it's even making icebergs we went back to makro to lay a complaint but because it was the holiday season we never found the shop open on the 2nd of January were finally available to lay the complaint we spoke to the brand ambassador of hisense who was also very unprofessional the reason why I'm saying this because I was also a brand ambassador for defy and so I don't know what training they are receiving coz he didn't know what to do or didn't even try to help us he called one of the managers who said they'll exchange the fridge for us and was going to let us know when but nothing a week ago we went back to makro to ask y we were still waiting the manager said she wil personally phone me the Monday and I'm still waiting my boyfriend laid a complaint last week at their call center yesterday he phoned they said that the complaint was sent to the wrong department ref number: 27636 so my question is did we also see the wrong manager it's now a month nd no response from makro or hisense what should we do live with a fridge that is over icing everything coz makro and hisense are so unprofessional now I'm wondering if also bought a hisense TV if it starts to give me problems I should trough it away coz hisense clearly don't want to help us and markro that is selling the brand won't assist us I'm very very unhappy cox now we have to wait patrol again to go into Makro just not to helped if the call center people are just as unprofessional worst service ever