Problems with Replacing a Defective TEKA Hood

I bought a set of built-in appliances from the Teka store in early September. The package from the hood came in all messed up. Even though I told both the store and the service about it, they still went ahead with installing the hood. After the repair person left, we lifted the hood and found problems with the glass on the product. We told both the service and the store about it, and they said they would replace the hood. They said it would take 30 to 40 days, and we believed them, so we waited patiently. But it's been 45 to 50 days and we still haven't heard from anyone. The store where we bought the item told us to contact customer support. Customer support told us to use the service. During the service, they informed us that if we don't have the product box, they won't be able to provide a replacement. It's not okay to have a commercial approach that lacks information and doesn't respond to our questions. I want my money back for the product or a new one.