Horrible customer service

Horrible customer service, currently trying to return a faulty gas hob we bought 2 weeks ago, and constantly being met with excuses. The gas cooktop is obviously faulty (my entire kitchen reeks of gas when we turn it on), even tested with a different tank and hose to ensure the connections were intact. Tried explaining this on the phone but was told I needed to come in to store, only to be told they need to send their own technician to my home to check. Why can't it be tested in store? Or collected and tested, instead I need to wait for a technician, after a day of waiting we called again and was told nobody has been able to contact the technician yet. Absolute waste of time. Will never shop here again.