CNA midlands mall

Hi there, I had some issues with the ps4 I bought online from you guys 7 months ago and there is now a software issue and a faulty controller, the return policy states I send it to my nearest CNA branch (liberty midlands mall Pietermaritzburg). I dropped it off on Thursday was told someone would phone me the next day with the next steps of the process. I had to phone on Friday afternoon as I never got a callback and the manager said she knew nothing about it, but that it was now being sent to Part Serve in Durban. Its now Tuesday, Part serve still haven't received it and according to CNA its still sitting there. Now I don't have a problem with being told it's been sent and for some unknown reason it still isn't in Durban, I have a problem being told it had been sent and now 3 days later its still sitting there. Yes I understand I bought it online and not from that store don't get me wrong but I'm sure you guys are supposed to have some system when it comes to sending off faulty products, I'm rather annoyed that it is still sitting there, with lack of communication from CNA. Not happy at all, if i knew it was going to be such a misison i would have driven 60km to durban and dropped it off myself. Please address this matter.