non-existent service

I purchased an item online in mid January which was defective and have been struggling for the past 3 weeks to have it replaced. Have made numerous calls and spoken to Bonnie, Kgomotso, Akida, Sugen(supervisor) and Deklyn(apparently a manager), all of whom have told me they would call me within 24 hours to let me know what the plan of action is. I spoke to Deklyn on 27 January and he promised that someone would collect the item on the 29 January and I am still waiting. I have made numerous attempts to contact him but am being repeatedly told that he is unavailable. Nobody else is available to assist. Clearly there are no protocols in place to deal with defective items that are delivered. Am almost certain this amounts to *****.