Ecovacs missing. No correspondence.

We bought a ecovacs deebot x8. Paid R28 999. Received it 4 March. End of june we logged it to be collected, it was going in circles. Still under warranty. They send message fixing is declined and send us pics... but they sent someone else's machine... we contacted the branch and luckily the branch also took pictures of our machine. They lost our machine. They located it in a warehouse. But nothing is being done. It's end of August. We phoned again... they send message they are going to collect it by us... how they have our machine... there is no one at warehouse who you can call. We want a refund for all the inconvenience.