From bad attitude to poor service

We put a complaint at ok furnisher about a stove that we bought for our mother at ok furniture uitenhage. The stove is now not working and it is still under guarantee. The stove is in grahamstown though bought in uitenhage, Dylan from ok in grahamstown assisted me into getting the stove checked after which he then reported that the stove is damage beyond economic repairs therefore we will be credited so that we get a new stove and that was last week on thursday. I then called the ok furniture in uitenhage that is where i recieved bad attitude from Bongo, and when i requested to be put through the manager i was never transfered. I then called the head office and they escallated the matter to the manager Vuyani who then called me to apologise and promised that he will attend to the matter and get back to me last week. Till today i have not heard any feedback and we are with a stove that is not working but the payments of the stove are still continuing. Ref number from the head office is 023055-01