Bad service and no feedback

Good day. I ordered a double bed Nikta 2 rooms in 1 duvy set but did not receive the black set. I phoned the call center a few times then a lady phoned me and s she is going to send me despute forms I have to fill in and fax back. I did so and the phoned to said they will get back to me. I wanted to give the duvy set as a Christmas present. I'm still waiting for someone to call me and tell me what is going on. The are quick to phone and ask you to order and to pay your account but when there is a problem you get no response. I almost used R400 airtime to phone the call center and ask to speak to the manager but the don't want to put you through. They take your no and said the manager will phone you, I'm a pensioner, I can't afford to phone them every day with no luck. It is VERY BAD custoumer service.