Bad customer service

If I could rate Cielo's aftersales service a -100 I will do so. On 9 December I logged a return as the mirror and wall art bought online was damaged. No one contacted me. I have to follow up because I went on holiday on the 20th and need the exchange to be done before that as I am living on a farm. At last on the 19th the courier called me but he has the address as an address in Nelspruit while am living in the Northern Cape. He assured me that delivery and the exchange is set for the 23rd. Today the 27th I phoned the courier company. The stock is still in Johannesburg ready to be dispatched to Nelspruit. I am so furious as I have to do all the following up. Cielos customer care is absolute pathetic. No call what so ever to follow up whether delivery and pick up of the damaged goods has taken place. Nothing. Nothing. Nothing. The courier company told me that there is only a delivery scheduled for the new item but no pick up of the damaged goods. So the refund of the one item that I do not want to be replaced is still not in process. How do we as customers deal with this incapable company. I will never ever buy a thing from them. This is a bad bad company for amy after sales querries.