Bad Appliance Policy and Attitude from Returns Department

I bough a kettle in November and it started falling apart recently so I took it in for an exchange. The manager at the Woodmead branch (Tshepiso Thomas) advised that it would need to go in for assessment to Russel Hobbs before I could exchange the item, which takes 2 to 3 weeks. I explained that the kettle is a necessity and require this to boil water for my baby. He explained that I need to buy another kettle. I asked what happens with the broken kettle and all he could say was Russel Hobbs will need to asses it and I should buy a new kettle for now. This makes no sense that it should take this long for a kettle to be assessed, I have shopped for appliances in many different stores and have never had this problem. Leave alone the bad customer service and care a dam attitude from the returns department. This policy is totally unacceptable. I then had to book it in and buy a new kettle, not knowing the outcome because it takes 3 weeks for this! Poor service and bad attitudes in the returns department.