No assistance with complaint

We have lodged a complaint some time ago re a combination Fridge/Freezer. The freezer doors do not close properly which results in ice building up the whole time. The trays are iced in and we cannot open the trays. The floor is forever full of water due to the ice melting. As floors can be very slippery, this poses a danger to my family. The item is still under guarantee, but nobody at Makro Wonderboom gets back to us in order to sort this out. I have also emailed them, and can see that the emails were read, but no reply/contact from Makro. I have proof of all the above. This is really very dissatisfactory.