Broken shower

Good day I bought a shower at buco in Worcester somerset and Durban street on the 18/10/2019. And during the plumbing it happens that the shower was broken I reported the mater to buco and they ask pictures and I gave the picture thinking that they will give me another one but that was not done I cannot understand why they can not give me another new shower since I have all the proof that I bough the show from them I have all the slips and pictures