How utterly horrible!

I bought 2 SmartLife Health grills from Clicks' online store - one which I gifted to a friend. When I attempted to use my one, it stopped working about 5 mins into the grilling process. I went to the Westgate Mall store where I was informed that there was no stock for an exchange. I explained that I, now, only have one grill in my possession and retrieving the second grill in order to gain a full refund was not an option. I stepped out of the store and called the Customer Service. A consultant informed me that I would get a new item delivered to my house and there will be an arrangement for me to drop off the broken one at a Clicks store. I was relieved. That call happend on 9 May 2020. I called back on 19 May 2020 (on the 7th working day) and asked to be put through to the same consultant. The consultant was very helpful (just as the previous time) and even called the online store to enquire why they had not yet contacted me. The consult told me that they were waiting for approval from the manager and I will be contacted later that day. Surprise, Surprise! No call. A very annoyed me calls the Customer service line again on 23 May 2020 questioning the status of my query. The consultant that helped me before was on another call and the current consultant could not help me, as the online store was not answer the phone. . . So it's 25 May 2020 and I have been stuck with a broken grill for a month. Not a single call from Clicks to assist with the exchange of this item. I am utterly disappointed and really frustrated. This is the kind of service Clicks is offering. . . How utterly horrible!