Russells Poor Customer Service

I was treated poorly as a customer at Russells Evander, Mpumalanga. I bought a Edblo Queen base set and it broke within the gaurantee period. Reported the base set and the store promised to send warehouse people to exchange it. I waited for long that I sent customer care my issue. They told me the people cannot come because of the lockdown level. I received no communication from the store. I had to keep going to the store to enquire on the progress of my complaint. Till today they refuse to exchange the base set because the guarantee expired even though I reported before it expire. The store failed me as a customer because they don't even have cctv but its a big store.