Lack of communication skills

i cant believe such a reputable company like hirsch would employ people with bad customer skills.I have been calling numerous times because they delivered a fridge with a dent on it. The one time they decided to return my call they said they would replace it on Monday. Monday passed i did not hear from them. Its tuesday and i had to call them once again wasting my etym and no one has bothered to tell me wats goin on. im very dissappointed because i would like to use my refrigerator as soon as possible and they just dont care wats happening. Their receptionist Gugu keeps taking messages but no action.