Unreliable repair service for Philips Air Fryer under guarantee from Metro Home Centre Menlyn

I bought a Philips HD9270/91 Air Fryer from Metro on 3 July 2024. It carries a 2-year guarantee. On 15 May 2025 I returned it to Metro because it had stopped working. I was told it would take about 2 weeks to repair or to replace if it could not be repaired. Six (6) weeks have now passed and I still don't have an Air fryer, either new or repaired. I get empty promises about the progress but I have now found out that it was only collected 2 weeks ago because the shop assistant had used a wrong email address to the Service Tech service centre. He never told me this before and I was placed under the impression that it was being repaired. I have also not been able to get a ref no for the repair, although Service Tech assures me that Metro must have one. As a result ServiceTech is also unable to assist. I have been given the runaround and false promises by Metro for 6 weeks and there is no progress. They should by now have provided me with a new Air Fryer.