Terrible Aftersales Service Experience

I am busy furnishing an apartment and have purchased somewhere in excess of R70k worth of Cielo furniture, online, across a few different orders. For the most part I have been very happy with the products I've ordered, but Cielo have dropped the ball on their aftersales service, as it relates to a mistake they made.

One of the items I purchased from Cielo was an L-shaped couch. The couch comes in two parts and was therefore delivered in two boxes. It was impossible to tell when receiving, unpacking, and assembling the couch that I had actually received two of the same parts of the L shape couch. Only when trying to put the couch together, did I see that it wasn't actually possible (due to the erroneous parts).

Once I realized the issue, I logged a ticket with through Cielo's aftersales ticketing system online (ticket no. 22166) requesting pick up of the incorrect item and drop off of the correct item, in a timely manner (the apartment was being furnished for new tenants to move into).

It's been nearly 3 weeks since logging the ticket and I've received no communication as to when the swap of the erroneous item will take place. I have called to follow up multiple times and am always told that a plan will be made, but then I never get a call back or any correspondence by email. That's were things stand today. I'm writing this after not having been called back again, as promised.

Like I said before, it's a pity this has happened, because everything else was a good experience. Please come and drop off the correct part of of my L-couch.