Two weeks later, previous complaint not solved

On the 29th of January, Boardmans confirmed on Hellopeter that they will come and exchange damaged goods brought from them online.<br> <br> Now, more than two weeks later (and at least three phone calls from me), they still have not done so. The initial purchase order was delivered within just more than a day - which was a quite satisfactory delivery time. However, the exchange time is now taking already more that two weeks - this does not make sense (they have not as yet indicated why it is taking so long).<br> <br> Boardmans' response to my original complaint was that they are willing to come and exchange it - currently it looks like this will not happen in practice?