Unsatisfactory service! Shame on you!

On the 15th of April 2025, I purchased an Amber YT4001 (4-slice toaster), stock code ***0, from the above-mentioned branch. From the outset, I experienced the following problems: 1. The slide button would not stay down. 2. The internal elements were not operational. I returned to the branch to report these issues and requested a replacement, as I believed the product to be faulty. Actions Taken: • The first issue was addressed by a staff member (whose name I unfortunately cannot recall) and was resolved. • The issue with the elements was referred for repair on the 16th of August 2025. I was informed that the repair would take approximately three to four weeks. During this period, I attempted several times to speak with the manager, Mr. Alan. Initially, staff would not provide his name. I then spoke with a lady named Lindiwe (I am unsure of her title), who was uncooperative from the beginning. On one occasion, I waited nearly an hour to see her, only to be told she was in a meeting and could not speak with me. I left my cell number three times for Mr. Alan to contact me regarding a meeting, but I never received a call. Each time I visited the branch to see him, I was told he was either on lunch or on leave. After repeatedly enquiring about my toaster, a staff member eventually found it in the store. When I asked why I had not been contacted as agreed, I was told my cell number was not on the system. This is despite having provided it multiple times over the two months I was requesting feedback from Mr. Alan. Upon receiving the repaired toaster, I found it was burning bread and producing smoke. When I raised this concern, I was told it was because the toaster was new. I then requested the telephone number for the regional or head office but was informed that staff did not have these numbers. I had to search online to find your contact details and was advised to email my complaint. I believe these issues were not handled appropriately and that I was subjected to unnecessary delays and misinformation. I have refused to accept the toaster back and am concerned about the lack of transparency and customer care. I kindly request your cooperation in resolving this matter and would appreciate your advice on the next steps. There are additional concerns, such as the misleading information provided to me, which I am willing to discuss further.

I have sent two follow up emails to which i have received two different reference numbers (12734 & 12355) We are yet to get any feedback from them on the way forward.