Very very poor service

I experienced a very very poor service at the above store today 10 March 2022,I bought an iron last year October and promised that it's a best product(Bennett) and if I register on their website my guarantee will be extended to 1 year and early January 2022 the Iron stopped working, getting on but not hot, I took it back and promised it will be taken in for repairs and will take 21 days, today when I went in to collect it, I was badly treated,the service was poor,they guy from tevo was called (Francis) just informed me that the Iron will be dispatched tomorrow after so many days and i told them I want my refund and their repairs manger told me he can't refund as the Iron is not back from repairs,as a customer I believe I'm supposed to be sorted out and they will tackle their issues internal with Tevo,the delay was from their side, The repairs manager,ladies from customer services and guy from tevo they are *********** very unprofessional as they don't know customer services and very reluctant,just for paper work you will wait 2 hours and that lady Brenda she not willing to sort issues instead she got an attitude. Francis and repairs manager left me without apologizing and when they call/page them,Tevo guy told me he was busy with another customer and the manager said I must wait for 5min after an hour without resolution.THIS STORE MUST CLOSE OR IT WILL AFFECT REPUTATION OF GAME STORES OR ALL FOUR MUST BE FIRED.