Shocking Service - Hillcrest Builders Express

I bought a vacuum cleaner online on the 3 April 2025. When I called a few days later to ask when I was going to have it delivered to me, I was told that I would need to call their Durban North branch and find out where it is and when it was going to be delivered. I told them I wasn't prepared to do this as I purchased this vacuum cleaner online from the Hillcrest branch and I didn't think it was my duty as a customer to go chasing after other branches as to where it was and when it was going to be delivered. I eventually received it on 8 April. On the 28 May, I took it to the Hillcrest branch as the suction hadn't been very good, even though i did all the necessary suggested checks on the machine and nothing helped. By this stage I had only used it about two to three times a week. They said that since it was now classified as "used," they would therefore need to send it away to be repaired. I was told it would take 14 - 21 days to be repaired. Yesterday marked 21 days, and they have no idea when I am going to receive this vacuum cleaner back! I was very upset about this, as I honestly expected them to replace the vacuum, since I didn't think this amount of time of owning the machine, warranted a repair. I have called on numerous occasions and been told that it isn't back at their branch yet. When I called yesterday, I was told that it was only collected for repair on the 6th of June! The service that I have received since the beginning of ordering this vacuum cleaner, has been shocking. The staff have been completely uninterested in assisting me, so much so that when I took it in on 28th May, I had to keep asking someone what was going on. People were coming and going and looking at the machine and speaking to each other, but no-one liaised with me, so I had no idea what was going on. This included a manager, possibly a second manager (who knows, as I wasn't even told who anyone was) and then others just standing around? Surely I should be entitled to a new machine?