POOR SERVICE BY THAPELO

My sister bought a set of SMEG kettle & Toaster @Home Centurion Mall in December 2018. The items has 2yrs warranty. On the 31 August 2019 she took the kettle back to @Home Centurion as the kettle is leaking and she was assisted by the guy called Thapelo. Apparently Thapelo refused to exchange the kettle and said he first need to find out from SMEG if he can take it back and he will come back to her with an answer on the 2 Sept 2019. To date Thapelo hasn't said anything. On the 6 Sept 2019 she went back to the store to check only to find out that Thapelo is on leave and no one was able to assist her. She was told to wait for Thapelo to come back. The kettle was bought for R2799 and currently my sister doesn't have a kettle, Thapelo refused to give her the new kettle to replace the one that is leaking and the kettle is still under warranty. So my question is how long is she gonna wait to receive her kettle back and why was the kettle not replaced?