Damaged microwave

I received my Defy microwave at approximately 8:00 this morning, and the box had a big whole. Upon inspection, myself and the driver found that the microwave is damaged with a small cheep.

Upon calling I was advised of a lengthy process, but this is unacceptable and extremely inconvenient, especially as I urgently need a microwave for my sick mother.

I need this resolved today, either a replacement microwave delivered today or an immediate refund. Please escalate this matter urgently.