Terrible online experience

I don’t encourage anyone to buy a product from Leroy Merlin because they will miss the target delivery date, deliver a faulty item and take years to process your refund. We have purchased a gas heater which gave us problems and we logged a request in June to have the item replaced with a different brand of similar value to the one we have purchased. They only sent the courier mid July to collect the gas heater after we spent time begging them over the phone to come and collect. Till today, mid August, our request hasn’t been fulfilled because the heater hasn’t arrived yet at their facilities. Winter is no more and we had to endure the cold, thanks to this incompetence process of an online purchase. Our reference number is *** and Ntokozo Khanyile is the one handling this issue and they’re doing a terrible job (no constant feedback, prioritisation). Please advise on the issue. It can’t take more than 2 months to resolve a simple issue like this