Terrible customer service

I am so disappointed with FNB. I've never had a bad thing to say until now with regards to your Ebucks shop. I've ordered a product, it was dead on arrival on the Monday(11Sep). I quickly mailed and asked for the product to be replaced. After confirming the address and everything it went quiet. No one was keeping me in the loop, I had to follow up even call the number on the site. Eventually someone contacted me on the Friday(15Sep) saying something about moving warehouses and promising that the new product will be delivered on Wednesday(20Sep) this week when they collect the old one, surprise, NOTHING. I've sent mails since then and all I get is that the issue will be escalated. It is now Friday(22Sep).

I have never experienced something like this, there's no one to follow up with, I can't include a manager or an overseer to resolve this. I feel that you blatantly **** to my face and will NEVER order anything through your Ebucks store again. I'd rather pay more than to deal with this, I needed it last weekend and I feel I was very patient, I needed it this weekend but nothing. You've wasted my time.