Poor Service @home

I own two Breville coffee machines bought from @Home, as an owner of a small hotel I am a regular customer at the Richards Bay branch where the staff are brilliant. I recently took my Breville barista express coffee machine to the Ballito Junction branch, there I was kindly helped by an exceedingly helpful staff member by the name of Hector. My machine was sent for repair and I was informed that I should collect it at the Gateway Branch since the Junction branch was under refurb. On the first attempt to collect shop assistant Kieren was unable to find my machine despite the fact that he had record of it being there ( new on the job apparently ). Two weeks later after phone calls to chase up my machine Kieren called back to say it was ready for collection. The machine was given to me in a box, there was no invoice to pay which seemed rather odd. When I got home I unpacked the machine and noticed that the bean hopper was missing! Fortunately I took a photo of the unit on the counter with @home staff member Hector when I dropped it off so Im sure that the bean hopper was on the machine. I tested the machine and clearly nothing whatsoever has been done on my machine which explains why no invoice was attached or payment called for? After about 6 months and chasing the whereabouts of my machine I finally get it back minus the bean hopper and it hasn't been touched by a technician! Furthermore I have to say that trying to reach the Gateway branch is near impossible! Its a Flagship branch with all measure of wonderful products but impossible to reach them by phone! I have gone back to hector my first port of call to see if he can help me? Its pathetic that such a fine product as Breville should have such shoddy back up. What a mission ...impossible!