Second return and super bad service

We bought our first Hibachi grill four weeks ago from YuppieChef. After the first use, the bottom grid scratched off the ceramic. The manager apologised for the factory fault and gave us a new hibachi grill. We were so impressed with Yuppie Chef BUT then....with our new second hibachi grill going with great excitement because the food tastes amazing, we heard a loud crack. The ceramic pot cracked on both sides without even one piece of food on it. Also the bottom grill scratched off the ceramic paint once again and the grill is rusting all over which the previous one did not do. We took it back and YuppieChef refused to give us our money back when we said we have had enough of the Hibachi and its faults. This being our second return already. They said the cracks were actually hairline cracks and they didn't even take into consideration that the grill scratched off the ceramic once again and was rusting all over and that right after the first use. If I could post the photos I took I would. Yuppiechef rep**** that it must go to Cape Town for an evaluation. We received no feedback from Yuppie Chef about the return and had to go into the shop to hear what was happening. We were told two weeks ago that the grill had been sent to Cape Town only to receive an email today that the Hibachi is in Cape Town. Really, when we were promised to get a response this week, but it has only arrived in Cape Town now? Why the lies? Do you have so many returns that it takes two weeks to get to Cape Town? YuppieChef and Hibachi have been a huge letdown, not even to mention YuppieChef's super disappointing service. YuppieChef lacks transparency and honesty, which are not good characteristics to have if they want to build a trustworthy and reputable brand. Look at your poor rating on HelloPeter and do something about it.