Makro Woodmead and Hisense - Disappointing customer service and faults with brand new fridge

We have purchased a fridge from Makro, Woodmead, JHB, on the 30th of December 2020. The fridge has not been cooling properly since it was delivered on the 2nd of January 2021. This has resulted in large amounts of food being spoiled and has caused us tremendous financial loss in addition to inconvenience. We had called the call centre to log a call to the technician during the past week and called 4 times to follow up, only to go in branch (as a last resort) to find out that the technician was never contacted by the call centre! After confirming a time for the technician to assess the fridge, from Hisense, the technician was 1stly late by 2 hours, after finally arriving at our complex, he contacted us, before we could send a code to him (a matter of minutes), he left without contacting us! We rescheduled (having to go in branch once again) for an assessment today. The same technician was supposed to visit us first thing this morning, as confirmed by the consultant at Makro, but only showed up at 11am, a further inconvenience due to us working from home. Upon his arrival and assessment he told us that this brand new fridge is leaking and he has to repair it, we were absolutely appalled by this because we were informed by Makro that if the assessment showed any defects in the fridge, they would exchange the item for a new one. This was not the case at all, and we now have a patched up item which we are highly dissatisfied with. Makro's policies, procedures and customer service, from our experience, seems set up to their convenience and the customer's detriment. At this point we are deeply disappointed with the pathetic service we have received from Makro as they should have made this process efficient for customers, especially considering that there is a defect with a new fridge! (communicated to them within 7 days of delivery). We are highly dissatisfied customers and deeply regret choosing them as our supplier.