Poor service

I purchased a stove last year. On 15 December, I raised a concern with Defy that there was a part missing from my purchase. After numerous queries I was eventually contacted by Ismail who advised that I go to the store I purchased from and the rep will issue me with this part. The rep was confused as ever and i'm still without the part. Additionally I was promised feedback and nobody has bothered to contact me. What is going on Defy? Will you repair my stove at no cost should something happen because the stove isn't fitted correctly due to your negligence????