Poor product quality and customer service

Our Bennett vacuum purchased broke within 6 months, as it was still under warranty we returned it to Builders Warehouse. It's taken 2 months for some sort of progress, upon 1st notification for collection non of the attachments and pipe was returned. Contacted today to collect (2nd time) and AGAIN only the pipe was returned. If this is such a complicated process why not issue your customers a new item. Noticed many negative reviews on this brand, not to mention the lack of customer service, clearly there's an issue that TEVO needs to address.