Unsatisfied customer

Hi. Hope everyone is good. Well I'm here today to vent out my frustration and being heavily pregnant its more stressful to me. 3 months ago I bought a defy 14kg washing machine toploader. The first two weeks having it I used it once each week by the 3rd week it showed and error and it never work after that. So we called makro and they sent out their technicians, from there they found the fault of the water value was broken and mind you it's not something that we as customers can break, so we received a new one and all of this took play from the of the complaint to getting it resolved about +-2 weeks the purchase was in June. The new washing machine arrived and truth is owning a washing machine got the first time it's the excitement so even after getting the new one that excitement faded off so when the new one arrived I used it like a month later reason I had hired an helper cause it was becoming had to wash clothes by myself with a big tummy and we was doing the kitchen to accommodate the machine and it was easier and convenient in the kitchen and disappointment from the first experience. So I initially use the washing machine once a week For beddings, towels like the heavy stuff so I realized it was abut noisy, I told my hubby and he didn't think anything of it he just said maybe put the clothes properly etc and it's not leveled yet it was cause we redid our kitchen to accommodate for the machine, so it was done in the correct way. The next week I put the machine on and my husband was home at that time he says it's really too noisy I said yet I did mention so he even reput the clothes in he check around and he said you know what don't use it call and log for defy to come get it checked it wasn't supposed to be noisy. It was like someone was banging the entire machine. So I phone and logged a complain with makro, phoned the Call center. The person who I spoke to ask for a number from the machine which I couldn't see so I gave her the reference number for the purchase she said thanks and the matter will be escalated. So the next day I. Let pass cause obviously they will call me and they didn't so I called around 2pm and another consultant helped and we both came to finding out that the first complain wasn't escalated it was just on the system without any Information and I asked why she said cause of that specific number needed from. The machine but mind you cause I could not see it this new consultant helped and got what she needed from the system she escalated the matter and said they will get back to me, so the technician was sent out and he found that the drum was banging against the machine inside. So we said to him we don't want another machine but just a refund or like a credit to get a different brand he said okay he will notify them. 2 days later defy called and said they sending a new product I said no thank you we just want a refund or credit he said okay but wee need to call makro cause they don't do that they only deal with repairing or giving the new product. So I called makro the store the springfield one and I'm not even sure the name of the staff member I spoke to but she said no they can't help me with a refund etc must call the call center. So I did, so I gave my reference number from the previous call and everything picked up. I then stated we don't want a new product we want a refund or a credit. She said okay she will escalate the matter and get back to me. For 4 consecutive days I kept calling the call center spending R30 airtime a day only to say matter is escalated and they wait for feedback eventually stopped calling the last I called was on a Thursday and the next day the Friday a guy called by the name of Richard and he said they waiting for approval from head office and he will call me with feedback by 1pm. So I waited. Weekend went pass and I even left it for the whole week cause I'm waiting for feedback. So I got frustrated cause I'm pregnant I need the machine and I said maybe I'm being pushy let me wait. And nothing happened so my husband got angry and called the store and they actually helped me they picked the machine up but even after that it's 1week now that his refund as not been cleared or reflected it was done on Friday last week. I do not understand why doe sit take so long to be given our money back yet the prodcut isn't even with me I can't buy a new one cause if use funds that's I have look at how long it would have taken to replace it cause the refund isn't given. Being pregnant and to be the one who's always Making an effort to find out about the process and what's taking so long is damn madness. Why must I wait for my own money yet when the product was bought I didn't say wait for 7 days for payment to come. This is really frustrating and I would now never buy from makro online so much of work and time and money I must put forward yet I'm the customer and sad part is there so much back and forth and staff being giving you the go around. Up til this day I don't have a machine I don't have the funds to buy one cause they money wasn't given back to me what the hell do I do as the customer. Cause I think I'm way more reasonable then anything else and within 3 months 2 machines are an issue and they so calm about everything. This is uncouth and regardless of what a big store or how busy they could be why the hell put in call centers of its of no help why staff at ther store they can't help yet when a man calls they helped very fast. It's shocking and it's absolutely madness to be going around in circles for my own money !