Poor service

I bought Bluetooth TH-BY370 WITH SUBWOOFER SOUND BAR JVC September 2023 now the speaker is playing bad.. I went to Russells in Mams Square to report it to them. The manager promised to came and collect the JVC in September until today the speaker is not collected. I being calling the store his respond will be "Sorry i will come tomorrow" can anyone please assist. My account number ***4 my ID *** contact Number ***