Makro poor service

We bought a tumble dryer from Makro online, it got delivered 26th June. On the same day we emailed Markro telling them that the tumble dryer that was delivered with a broken door. We received a reply that it would be ex-changed. Two weeks later nothing has happened and they said they would pay attention to the matter and inform Makro in Ottery, Cape Town . Three weeks after that nothing has happened, but tumble dryer has not been collected. We then bought a tumble dryer at a different place and requested a refund from Makro,yet the tumble dryer has not been collected. I make contact with Makro once a week via phone calls and email, where you are on hold for long periods of time if the phone gets answered . When you speak to someone you need to explain your whole situation over and over again which gets you no where because everyone marks the situation as important but there has been no progress. I guess I paid for a broken item so long they got paid they are happy. Their next pitch will maybe be that its 3 months later and they can not refund me. I will lose my mind because I have contacted them so many times, speaking to team leaders but where is management? Calling and emailing does not work I am so frustrated that I just want that tumble dryer out of my sight. Thought online shopping would be a good idea but thank you Markro for discouraging me.