Shocking Service From Afrihost

I have waiting for over a month for a Fibre router to checked an exchanged with no joy from their support department who mentioned that they had no feedback from their Warehouse as yet. I was charged for the collection of the router immediately and the response from support was that I would be credited if they found the router faulty when I queried the charge. Had I not borrowed a router in the interim my internet service would be non existent. I even contacted their CEO Gian Visser who mentioned that he would get the Fibre department to look into the matter, 6 days have passed with no response. This is the most disappointing service I have ever experienced.