Makro living up to their no-service policy

I bought a fridge online from Makro on Friday 28 April 2025, and was very impressed that they delivered on Saturday 29 April 2025, but that is where all good feelings ended.

Upon unboxing the fridge I discovered the water reservoir is cracked and leaks water. I contacted them immediately and was told to log it online, which is very confusing as it state that it will refund you in 2-3 days, which is not what I needed, I need a swop of fridges.

So I contacted the call centre, first consultant said no for online they must refund me and then I need to buy it again, when I disagree he said hold on I will see what I can do but minutes later the rating come up and call was ended.

So I phoned again and got a different story, no they will do a swop as soon as possible.

The 29th I phoned again and exactly the same scenario as above played out.

And still today nothing no communication and no solution, no answer if you phone the Ottery warehouse, no service.

If it was a lawnmower, washing machine maybe I would be okay with the service but it is a fridge, food went bad and cannot store anything, but why would they care. Tomorrow is another public holiday and I am not holding my breath for Friday