Shocking customer service

I ordered and paid over R10 000 for a fridge on 9 Feb, it was delivered on the 14th Feb only to find that it the fridge was in terrible condition with broken parts. I immediately asked for it to be returned and replaced. They picked it back up on the 17th Feb and it was checked into their "evaluation facility" on 18 Feb. Since then I have not been able to get an answer about a replacement or refund. I have emailed several times and each time I get the comment that they are actively working on resolving the issue/they will revert when they have more information but it has been over 2 weeks without any feedback. I am ungently in need of the fridge and now I have neither the fridge nor the money and no sign of any resolution. This customer service is terrible and the wait period FAR exceeds their returns policy. I am leaving this review out of desperation.