Makro Woodmead poor returns

Purchased a defy dual fuel stove top but when switched on, found that one plate was cracked. Returned to store 3 days after purchase but was told that it needs to be assessed. As if to say that i was negligent..even though i mentioned it was never used. I was made to feel like i would lose my money if the assessment had not gone my way. luckily kobus came through to have a look and authorised my refund and when i requested a replacement he said " if we have stock as we just sell them and don't make them here". your returns department staff need intensive training on how to handle disgruntled customers because i was made to feel like a ********. The replacement unit cast iron plates have rust on them and the corner of the glass is chipped. This is brand new apparently. I will be sending these pictures to customer service after this review. I refuse to remove and install this unit once again due to your poor quality and what seems to be very old stock. I have had it with you guys.