No response from branch manager

I reported my TV broken 2 month ago by call the store . I spoke the Mrs Du Plooy it took 3 more calls from myself to get them to pick up the TV and deliver it to the supplier . After 3 weeks of not getting any feedback I called to follow up on the repair of the TV . Mrs Du Plooy advised she will call me back. When she called she advised me Samsung could not fix the TV due to customer negligence. I asked her to deliver my TV . She advised that she will be going to the suppliers and will drop it at home that was 2week ago yesterday the 16th September I called the branch and request to speak to the branch manager. He advised he will follow up with Mrs Du Plooy and call me back and he took my number. It the next day and I'm still waiting on a call back. I bought several items from MY HOME now Bears and I'm not happy with any of it. I don't think it's fair for a customer to pay so much for goods and not be happy with the service or the Quality of the goods . I am disappointed to say the least and I will not be purchasing from Bears again.