Terrible customer service

I had been dealing with them for a few months on the supplement side. However in December I bought a redlight device from them which started gving trouble after 2 months. I asked the sandton store to help. They took 2 days just to contact Head Office. Now I use this device every day. Eventually I spoke to an 'agent' at HO and I explained the urgency of getting another replacement as I need to use it daily. It took another 3 days of calls to get a replacement sorted.. However, HO then said that they need to collect the broken one first. This practice annoys me so much! I know that in theory they need the old one back back to replace it. But where is the logic in this practice....from a consumers point of view, give me the replacement and collect the old one at the same time. This equates to 1 courier visit and not 2. However, suppliers cannot get this right. So they collected my broken one on the tuesday. I expected them to send it back by the friday the same week. I went away on a business trip and returned on the friday only to be disappointed by no replacement. Unfortunately I got sick the following week and only remembered that I was STILL waiting for the replacement. on the following thursday By the friday I completely lost it with HO with their *********** staff, who had not contacted me to explain what was happening. So it took more than 2 weeks of me harassing them to get resolution. Imagine if I had not contacted them to follow up - nothing would have been done! It just boils down to customer communication and in this case there was absolutely no communication from their staff. Now I am a business owner, so I know how awful it is to receive a complaint. However I have trained my staff to react quickly to any compliant and you will be shocked how quickly you can disarm and resolve most conflicts. Sadly, to the owner of Faithful to Nature, you need to discipline the agent at HO and completely retrain your staff on conflict resolution. Unfortunately, I did say to the agent that I need this device to be replaced urgently. I re-iterated that if she could not resolve this timorously, then you would loose me as a customer. So this is me saying goodbye to Faithful to Nature. Think about the future value that you have lost from me over the next 5 years.