Poor service from Makro

I never thought i could experience such poor service from Makro. I bought a washing machine on line, delivered the next day. We i got home from work i started unpacking the machine, stripped it out of the box only to find out that is dameged. I have been calling them to come pick the damaged product and replace it. I mean how can it be so hard to replace a damaged product that they delivered to my door step. I have been sending pictures without no help. One agent just put me on hold for 20min now. Marko are ********. How do you send a damaged product to a customer and make it difficult to do exchanges. Can my money be refunded because your are showing me flames. I wont recommend anyone buying online via makro. MAK*** Ref ***