Complaint

I've been at this branch 3 weeks ago as I have purchased a instant water heater on the 20th September 2019 and the thing just stopped working. I have advised them of my query they just said that the supplier should come sort it out as they can not just replace the item which I understand, however I have not purchase this item from the supplier I've purchase it from themselves and the item is still under guarantee. I told them that it 3 weeks and there supplier still did not pitch the guy on the other side of the line acting all sarcastic about he didn't no they never arrive. Aren't these people suppose to log anything on there system. I'm upset with the service from there mitchell's promenade branch this is pathetic service