CleverSpa complaint: Faulty hot tub

I purchased a clever spa hot tub on line from BQ for my daughters birthday (she was isolating due to catching covid). The hot tub worked perfectly for 6 weeks then a HL error message appeared. We followed the trouble shooting on the clever company website, still faulty, I spoke with BQ to advise our problem over the course of four days four different team members told me different things to do all conflicting each other. Finally after requesting to speak to their complaints department they advised that I’d need to go back to clever spa they could not deal with it because I bought it on line through bq. After waiting 30 minutes I finally got through to someone at clever company who arranged to send a box to return the hot tub, which took a few days to arrive a week later I hit another notice to say in 14 days the hot tub would be collected, they’ve had my hot tub now over a week and I can’t get through to them for them to provide an update. Summer will be ver soon snd my daughter is desperate for her hot tub back if we can’t have this back urgently why can’t we just be reimbursed.