Bad, bad service

i ordered a Mellerware food processsor online in June and received it on 20 June. i tried to use it on 22 june and it was not working. i logged a complaint online. got a ticket number, but nothing further. i co tacted them 3 days later telephonically. they were oblivious and i had to repeat the ticket numbers. the item was picked up about two weeks later. since then, nothing. i only get the same message, sorry for the inconvenience. nothing more. even though i logged the faulty item teo days after receiving. no immediate replacememt, no joy. this is so atrocious. paid so much for it for nothing. absolutely nothing. i am thinking of making a theft case as i paid for it but have nothing to show for it. it was raken back, no return, no communication if i do not do it from my side. how bad is this service.