MAKRO and DEFY not delivering on promises!

I initially purchased a Defy 680mm 5 burner glass gas hob on 29 August 2015. During unboxing I realized the unit was damaged and attempted to return the unit on 4 September but was told that they did not have stock and was given a damaged demo stove to use for two weeks while a replacement was sourced. I was informed by Diliza Nkomo and the Defy Brand specialist Paul Mtembu that the unit I purchased was discontinued he promised that the replacement would be the newer model. I returned to the store on the 19th, 2 weeks later though was advised by Paul that the unit would be available to me within a week. I called in a week and spoke to Diliza who said he was still waiting on Defy, this was followed by numerous calls and visits during October and November until last week when Diliza said that the initial offer of a replacement unit was no longer an option and I should either accept a refund or take R500 off the damaged loan unit in my possession. My kitchen counters were cut to fit the 680mm unit based on the empty promises made by both Defy and Makro staff. All I am asking for is that promises made by Diliza a representative of Makro and thus Massmart be honoured!