Homechoice is pathetic

In April 2022, I bought an airfryer from homechoice. Within 5 days I had recieved the airfryer. In December 2022 whilst using it, it just stopped working. I immediately called homechoice and reported it as my airfryer was still under guarantee. They had advised that they will send someone to pick it up. On the 11th of January 2023 I received an SMS stating that my airfryer would be picked up before 5pm. Two unmarked vehicles came on the 12th of January 2023, they advised that homechoice dispatch them for a collect and verified that they are contractors. My mom gave the first vehicle the airfryer but there was no paperwork given, nor was there a reference number. My mum proceed to take down the number plate of the vehicle NUR71038. I have tried on numerous occasions to make contact with Homechoice regarding the recieving of my airfryer. The first call was the very next day which they informed it that it takes upto two weeks for it to be logged on the system that their warehouse has received it. They could not confirm that you have picked up the airfryer or that someone was dispatched to pick up the airfryer. I, then waited for two weeks and called back, again they advised me that it takes upto two weeks. I have made numerous attempted, emailing and phoning the call centre. I have requested to speak to management unfortunately no one has been able to assist me. I have recently tried and the call centre automated answering services does not allow to go through to any other department except sales. Sales does not transfer to the relevant department for assistance.