Poor customer service/aftersales service

Order # 30246

We purchased a telescope Carson RP-200 on 31 August 2020 When i opened it to assemble i found that the 8x21mm Erecting Finder Scope was faulty. We then contacted the people at Futurama on 14 September 2020 to inform them about this and they said they will collect it (which they did on 15 September 2020) and have a look to see if they can replace it.

After 3 days of hearing nothing from them we sent an email to ask what is going on and was told that they will only follow up with their suppliers the following Monday to see if the unit could be repaired or replaced and will let us know, fine Monday comes and Monday goes with no response. We then sent an email on Tuesday 22 September 2020 to ask if they have any news and was told they will follow up that day which indicates that they didn't follow up on the Monday like they said they would. Again we heard nothing from them and sent another email on Friday 25 September 2020 to find out what is happening and we were told that they will follow up on Monday and let us know. Again Monday comes and goes without any response what so ever. We sent another email on Tuesday 29 September 2020, we got a response saying that they followed up with their suppliers and their technician will only look at it that week because he is only in once a week apparently. So we asked when we will get the telescope back and they could not give us a straight answer. At this point we were very frustrated as it has been over 2 weeks since we sent it back and all we got was excuses or just the lack of service what so ever.

We then got a response on 1 October 2020, saying that they will follow up again with their suppliers the next day as they were told that their technician "should" have had a look at the telescope by then. Got a response on 2 October 2020 saying that they are just waiting on management to tell them if they should repair or replace the 8x21mm Erecting Finder Scope.

Another few days go by with no feedback and we sent another email yet again on 7 October 2020 asking for any feedback and got a response that they are escalating this matter to "upper management" and will wait for their response.

Another few days goes past and we sent another email on 12 October 2020 asking for feedback and telling them that we want our money back as this is taking ridiculously long. There was no response from them.

We sent another email again on 14 October 2020 to ask if they received the previous email and got a response saying that they just got of the phone with the suppliers and they ordered the part and it will take some time as it comes from overseas. Didnt even acknowledged that we want our money back.

Another few days go by with no feedback what so ever and now today 20 October 2020 we sent another email asking what is going on and they responded saying that they are waiting for the parts to arrive in SA but they cant give us a time on when it will arrive nor when we will get the telescope back as they are once again waiting upon "upper management" to tell them and they cant do that as they are tied up in meetings for the whole day which i find unacceptable.

Now in between all of this I sent an email from my personal account asking if they have stock of this specific telescope and they said they do have them so I don't understand why the part must be ordered from over seas as Futurama should just replace the whole telescope and not just a part of it as we bought it brand new and didn't even get a chance to use it so why must we go through all this **** and the wait. Unless they **** about their stock availability.

i would really like my money back as this is taking way too long and im fed up and the fact that we have to make contact first every time just to get an response is just poor customer service.