Poor customer service

I purchased an Asus Zenbook from Makro centurion on 25/01/2020. A week later i noticed an area of the screen had a bright white light standing out. I suspect it was a dead pixel and returned it to Makro Woodmead on 02/02/2020. I visited the store yesterday (11/02/2020) and was informed that the laptop had not been sent to the supplier. My reference number is ***. I am extremely disappointed with the service as i was told i cannot be given a new machine or a refund as the store would lose money if the supplier does not refund them. I fail to understand why a customer should lose money for a screen that was defective from the time i took it out of the box. It saddens me greatly that i need to stand in the returns line for approximately 45 minutes twice a week to find out what is going on with my return. i feel scared to shop further at any of the stores considering i may part with large amounts of money and have nothing to show for it. The Zenbook being a very high end laptop should not have any defect especially on the screen as the high resolution screen is one of the main reasons i purchased it.