terrible service!!!!

I ordered a router on the 5th November. Once they finally delivered the router - I discover it is broken. When i called the next day - I had to repeat myself numerous times. Only to have him then ask me a question I've answered 3 times already! Their knowledge was absolutely pathetic! And i was charged for courier!! Other service providers dont do that! i think that is ridiculous! They picked up the broken router on the 15th of November. I was informed that they would replace it and send me a new router. To date - i still have no router and the worst experience!! I have to keep calling them and following up on What is happening! Nobody has bothered to get back to me or cared to update me. All i get told is that it has been escalated to the warehouse but apparently there's nothing else anybody can do! this is absolutely pathetic service!! The status on their supposed friendly clientzone states that it is being assessed. I don't see the need for me to wait for it to be assessed- i did not send it to them to be fixed - they sent me a broken router and were suppose to send me a new to replace it!! It has been 2 and a half weeks and i still have no feedback and no router!