Bad service dealing with a brand new fault unit.

I purchased a Tumble dryer in lockdown and got amazing service and even put a review on Hello Peter. After 5 weeks it packs up and I go and report it. I have been going there every second day and the keep following up. I went to the store I purchased it on Thursday. He followed up with Defy but they never opened a ticket according to him. I informed Adrian that I want a new unit or a refund. He dit contact me and said a new unit would be delivered this week. Today still no delivery or any contact made with me. I can't believe from amazing service to such ****ty service. It is now 2 weeks and am tired of waiting for a response from Builders. I want Builders to collect this peace of **** and give us a refund. I really don't think I want to purchase electronics through Builders again if this is the service. I have never had such poor service in my life.