Very disappointing

Very disappointing. I purchased a 5 panel heater 6 days ago and it stopped working after 4 days. They have promised to send me a replacement once they have received the defective product to check whether I am lying about the defective product. I ask you with tears in my eyes, why would I go to the trouble of returning something that is defective if it was OK. In the meantime I must now sit in the middle of winter without a heater because they will not simply exchange the heater.