No response or Assistance from Makro

I am extremely disappointed with the washing machine I purchased from Makro online on the 28th of November. First, the delivery was delayed, arriving only on the 7th of December, which was frustrating in itself. To make matters worse, when the delivery was made, I noticed visible damage on the top of the machine—damage that I only discovered when the plumber installed it on the 8th.

After installation, I ran a test with a drum clean cycle, and the machine shook horribly, actually moving all the way across the room. It was clear that this machine was defective. I immediately logged an exchange request on the 9th and received confirmation that the machine would be picked up on the 11th. However, today is the 17th, and I still haven't received any update regarding the exchange.

I have given Makro ample time to fix this issue, but with no progress and no communication, I’ve had no choice but to purchase a new washing machine from another provider. I am now left with a defective machine and have been without a working one for weeks. I demand a full refund, as I have waited long enough and simply want my money back for this unacceptable experience. The call center has been no help, with long wait times and vague promises of escalation, but no real resolution. This whole process has been time-consuming, frustrating, and completely disappointing.