Returned deshwasher to Makro - Still waiting for my refund

Good Morning

I have a very bad experience with Makro online. i placed an order on 13 November (Midae 13 place setting dishwasher) , it arrived here on the 17th , i noticed the box was damaged so i decided to open the box and then i saw the dishwasher was damaged on the side . i immediately phone makro and explained to them that i want to return the item and i want a replacement . they logged it on the system but also request me to log a return on the online as well and so i did . They picked is up on the 20th. Please not i do not get any updates on email nether are they phoning me, so i phoned them on Wednesday asking them what is the proses what will happen next as they are not updating me , they asked me was the dishwasher picked up and i told them yes . that already show me that they are not updated on what is going on, long story short they will update me via email, yesterday the 21st i phoned them twice as i did not get any responds from them , they say no I will be refunded in the first place , i did not asked for a refund i asked for a replacement , and if i go on the online the dishwasher are removed , and that means i can not order it again. i am so so upset the lady i spoke with yesterday Cebogo REF *** told me i will get a email before the end of the day regarding the refund . Here we are the 22nd , no email no phone call with any updates , this is not small money this is R4500.00 and still i am waiting for my refund , i did ask can i go to the nearest Makro to sort the matter out and she told me that will not help anything.

i hope this can be resolve ASAP as i need to buy a new dishwasher.

Makro Online and after sales services are up to **** .

Thank you Janine