Terrible after service from Makro

I can't even express my disappointment in Makro. I bought a stand free gas stove by them on 29 Nov. After constant calling to find out where my order was I received it on 20 December. When unpacking the stove to use it, I see the oven door left hinge is completely loose and door almost fall off the stove so I cant use the oven for Christmas. I informed them immediately and even went to the nearest branch so that they can come and replace the product. i was promised this will happen. I am still waiting on date. No one has even contacted me thus far. My money is taken and I am sitting with a broken product. I refuse to wait any longer. I want my replacement. I was a loyal customer and have never been treated in this manner before.