Dissappointed service delivery from Hirsch's Somerset West

We purchased a Smeg 4 plate gas burner 2 plate electrical in July 2020. Our kitchen was renovated and stove installed in October 2020. Beginning of December 2020 we noticed that the gas plates fire was inconsistent, either blowing up or flaming down. We contacted Hirsch's Somerset West beginning of December and submitted a complaint with regards to a faulty stove. Due to covid health challenges we could only contact Hirsch's again in January 2021, which i did. I even sent them a video of how i almost blew my face off with the flame of the gas plate. They never logged the complaint with Smeg. 2 Different people were working on the matter, which neither communicated with each other.

I contacted the branch manager Alex van Greuning who advised that he is looking into it. He also said this to me Wednesday 17/02/2021 and yet i am still waiting on a response. This was my first purchase at Hirsch's and I have to say, i am disappointed. Not just for a stove that isnt working but mostly due to no feedback from Hirsch's Somerset West. If my husband or I dont contact them, they dont contact us. Its as if, we never purchased the item from them, and yet, i have a slip to prove it. To date, 19/02/2021 we have heard nothing from them and we are still sitting with a broken stove.