Inconsistent communication for replacement of a damaged fridge

We have had an extremely frustrating experience after being delivered a damaged fridge on 7 Jan 2021 that was purchased online on 31 Dec 2020. We submitted the necessary claim and supporting documents to web support and on 15 Jan were told via phone to ensure the fridge was ready for collection on Monday 18 Jan, after which a replacement would be dispatched. It is now a week later and no pick up has happened - in fact, on subsequent phone calls we've been told that the decision to collect had actually not yet been taken as they are waiting on Hisense/IT/other parties. I understand that there is a lot of red tape that has to be attended to, but please communicate this to your customers consistently. We've heard a different story each time we phone, and seven days is too long to expect your paying customers to live without an essential appliance.