Breville barista express poor after sales / service / repair support @home

I am writing this following many telephonic discussions relating to the service of my Breville Barista Express coffee machine. Job nr: JC***

I am not sure who I can speak to, other than the manager of the Blue Route branch, to whom I have spoken already. It seems @home is dodging any responsibility whatsoever. My case is this:

I took my machine to Blue Route@home in Cape Town on 02 October 2019. Let's stop here, because I feel it is necessary to point out that the staff member did not take down any details other than my name and cell phone number. She did not log down my complaint or provide me with some sort of receipt. I had to request for a receipt of proof for my own records and I suggested to her to make a note of the reason for bringing my machine for repairs.

We had no response from Blue Route. I phoned a few times and they said it could take a month or two. We relocated from Newlands to East London mid December. Still no news from them.

At this point another problem arose. The machine had to be dispatched from HQ to Blue Route, and then transferred to Vincent Park branch in East London. Unfortunately for me, it was Christmas and everything was put on hold.

I followed up with them mid January and the machine was sent to Vincent Park. Hooray! Unfortunately, they only sent the machine, and no parts!!! I spoke to the manager and other staff again! Everyone was scurrying around, looking for the parts....questioning me...did I maybe lose it?

They found a few parts and sent that to Vincent Park which we collected. They did not, however, find the water tank and portafilter. And that is where they left it. They said they have no idea where it is.

After this I have phoned Blue route @Home again with still no feedback on where these parts are.

I have also contacted customer support via email on 30 April 2020 of which I still didn't receive any feedback.

My husband noticed that there are multiple scratches and dents on the machine.

I have paid for a full machine and received a scratched and dented half machine back.

Its now 7 months later, and the problem is still not resolved. Can you please send me a new machine.

LDV