Bad customer service

Russels has provided me with the worst customer experience I can ever wish upon anyone.I made a complaint regarding my stove over a month ago and 2 weeks but nobody got back to me I called again several times there will take my details and tell me someone will get back to me, I will go to the store same thing will happen I don’t think I will ever shop with Russels in my life again. To my surprise when I go there today they tell me I must bring the stove to the store so they can get someone to repair it!!!! At whose expense me again couldn’t there have told me all of this when I kept wasting my airtym and calling. Honestly I’ve never been so disgusted with the service I’ve received.