Bad Service from the Best Shop in EL

I'm writing this review with mixed feelings, I simply love this shop on the East Coast Road of beautiful East London. Their products range is awesome and the service I've received every time was tops. I've been a customer at the shop since 2018. I handed my 16L Kexin gas geyser in for repairs in October 2024 and never got it back and they do not remember me at all. I've been to the shop twice and was promised they will look for my geyser and call me back, I've called in a few times and they promise to get back to me with no response! So disappointed in this! Should I now just to loose a R5000 geyser when they can not even offer a solution? I even offered to buy another geyser from them but there was no interest in selling me one either...