Really bad aftersales service.

On Thursday 11 march 2021 we purchased a Defy oven and hob set from Makro cape Gate, the recommended that we use their installer to have the installation done so we agreed. The oven and hob were installed on the Friday afternoon and on Friday evening when we wanted to use it we noticed a hairline crack through the hob. I contacted Makro firs thing on Monday morning 15 March 2021 to report the issue. I was promised that someone would contact me from Defy to come and assess and replace the hob. it’s been 3 days now and I've heard nothing from them, I have tried to reach the store multiple time today and keep getting cut off. I am very disappointed in the service and if this is not made right I want a full refund.