Bad service

Hi, my grandmother bought a russellhobbs 2018 September, she was told it has a 2years warranty, no specifications of anything, and remember she is an old person, doesn't have an access to internet or smartphone, she is staying with grandkids that are not exposed to such things also, and when the kettle ddnt work i took it back at clicks and was told to return it by Russell hobbs online, my question is the kettle was bought at clicks why doesn't clicks take the kettle and deal with russellhobbs because my grandma is the 3rd person in all of this an clicks is the middleman, and i asked for a store manager all they reffered to me was a pharmarcist lady who told me there was nothing she can do, i must jst report her online if i have to, and i told her that my grandmother was not told abt the rules of the warranty they just told her it's a 2yrs warranty only,.. I don't want to take this further i just want clicks to resolve it ASAP. it's clicks at 6th avenue in walmer, Port Elizabeth.