Received a damaged appliance online

I placed an order on the 24th of December and received the order on the 27th. I did not open the item until the 28th as I had to purchase longer pipes as the dishwasher isn't close enough to the water supply. Upon removing the pipe the dishwasher came with, water came gushing out. My husband immediately contacted the customer care line where he was told that this is normal as the item was tested before they packed it. He asked how is that so as we have bought many appliances from you guys and have never encountered this. He was assured that this is normal for the items to be tested and that she will escalate the issue if he wanted to. He told the customer representative that he indeed wants this issue raised as he does not believe this, he then asked her a reference number for the call where she put him on hold for a minute before cutting the call. When he called back he was able to speak to a different representative who told him she hasn't heard of appliances being tested before being packed and that she will escalate the issue and her manager will be in contact with us, when asked for a reference number she said our online order number is the reference number. That was Friday the 27th today is the 1st of January and no one has contacted us. We decided to give you guys the benefit out the doubt and opened the item and connect it to see if it really was tested and if it works. When opened it had a really strong weird smell the salt dispenser was also wet along with dry water splashes all inside which would make sense if the item was tested right? .. well we tested it with a few dishes and noticed after the load there was still some dirt and soap left. I decided to test it again yesterday and again the dishes are still dirty and again the soap residue on the dishes. I am so disheartened as I've done many purchases from makro online and never received am item in this condition and to top it off the lack of customer care from the customer care line. It is clear this is a return item and dumped on the online customer. How disgusting and shameful at this point all I want is for it to be collected and my refund. What a way to go into the new year, all the electricity and water wasted testing out what you guys say is already tested. Please can I have feedback as soon as possible on the way forward.