Replacement of item from House & Home

I bought an gazebo from House & Home, Cape Gate on 08/09/2019 for R3000.00. The sales consultant assured us that we have to mount the gazebo to the ground, because it is a very big gazebo and cannot be taken down every time for use. In March of 2020 the gazebo was so broken poles broke, *****s broke out, material was completely torn, and could not be repaired. I sent an complaint to Mr Jannie Carstens store manager on 05/03/2020, whereby he responded on email on 21/05/2020, that permission was granted that the item could be replaced. I requested to exchange for something else not the same product. I continuously emailed his for his further response but no further communications from him at all. I also emailed the customer care but no response. Mr Jannie Carstens transferred to N1 City House & Home and the current store manager Mr Morne du Toit informed me that unfortunately the item are not covered for a refund or to be replaced. Can I please have assistance in this regard.