faulty product no communication on replacement

My husband ordered me a Russle Hobbs Vivance Coffee machine (worth R2699) with his bucks on the ebucks shop on 13 May. It arrived on 22 May, but would not work at all. We contacted russel hobbs to determine the fault but technician advised to send the machine back as it is clearly faulty. We phoned ebucks shop that same afternoon at 2:17pm to report the faulty machine and to request them to send couriers to collect the faulty one and insisted on a new machine. Nobody has contacted us yet.. or even collected the faulty machine. Pathetic service... it is as if the think it is just going to disappear. Details order nr ***2 my husband's name LJ Scheepers...