Makro Washing Machine Faulty

I bought a washing maching from Makro about a month ago ahead of my move into my apartment, they delivered it and once I unpacked the product there was a huge scract and dent on top of the machine AND it has been used before, I have now phoned daily for over a week to find out when they will be delivering my new machine and exchanging the other one and every day I am told that they will call me back by the end of the day, I have even emailed and they don't care enough about their clients they just want your money. I am so angry and frustrated with the service from Makro and they aren't doing anything to rectify their mistake