Complain

Good day I've called Lewis head office to complain about my fridge, this is how I wrote to them but no respond even now:- Good day I'm not happy withe service that I'm receiving now as my account is been paid in full, now my fridge is not working this is the story I get from my store and the Lewis contractor who work to repair fridges, I bought a fridge 2015 June/July but now is defrosting it self and my whole grocery is getting rotten , and I've went to the store where I bought it but they say they will wait for a job card from head office , of which it didn't take long to respond , but he just came an look at it and switched on and off , fill his form and say he will come back this week, but when I call him this week he said I must go back to the store to get another job card where as my grocery is now rotten, can I please get a new fridge or this need to be fixed properly with a guarantee that it will last for at least 5 years. When I call then they say I have to wait until someone call me tomorrow