Shocking aftersales service from Leroy Merlin!

I bought a most beautiful gas/electric oven at the Fourways store, and the service received was really good. The item was delivered to me in a record time, in fact so fast that the kitchen I was renovating wasn't yet done to fit it. When I finally opened and unwrapped the snow, to my dismay the top of the stove was really badly damaged, so much so that I cannot use it at all? I can only presume that it got damaged in the delivery process? I started corresponding with Leroy Merlin on the 27th of November, by the 29th I'd received no reply whereon I sent a further email, this mail was answered by Brenton Visagie later during the same day. I explained in a returning email my problem and he requested photographic evidence which I sent on the same day, and which he acknowledge having received it. He wrote that the matter was forwarded to the case management team. on the 1st December I sent Brenton Visagie a follow-up email stating that no one from their company has made contact, and that I'd like the matter sorted sooner than later. I still have not heard from them ever since? I sent Leroy Merlin a further email again this morning the 6th December demanding an answer as I'm now sitting without a stove.... They should either replace it or refund me the almost R20 000 I spent with them, this is unacceptable, and quite frankly disgraceful!