Bad customer service ever

Bought an iron from Tevo North riding store which worked for less than a year, the stem was not coming out anymore and the iron was sticking to fabric and that iron was supposed to be a fabric sensor, bought it as an investment. I took the iron in for repairs about 3 weeks to a month now. Was told last week that the iron has been discontinued so they wot be able to fix it and was offered a refurbished which I refuse to take, I bought the iron brand new. Thabang Radingwane is the person that I was supposed to be liaising with but sent him several emails which he has not even responded to one email. The service is shocking to know that yiu are talking to yourself everytime that u send an email. The only person that even assisted me by sending an email was Eric from the North riding store in Jacka Creek. I honestly don't know what to say or do anymore. Please help.