Bad customer Service

I had a bad experience with Paarl decor lighting.I bought a combustion fireplace at them in August 2024 and the instalation was done by them in September 2023.Im July 2024 I reported to them about the glass of the fireplace which burst after a half and hour in using and the first winter season i use the fireplace.The feedback from them were that they do not give a guaranty or warranty on the glass,that is totally the opposite of what I was told by the sales person a year ago who told me their is a 20 years warranty on the Thermo fireplace.The person I am dealing with from Paarl decor lighting does not respons to my calls or give feedback on my requests.I am currently sitting with a fireplace less than a year which I cannot use.It is their responsibility to sort this out with the manufacturer.