Lost Item

I bought a mixer from HomeChoice last year. After a few months it was faulty and i gave them a call. 3 days later Fast and Furious courier came to collect it on the 25th of November. I followed up as I have not received any feedback. They checked and the item could not be located. The agent explained that she is escalating the issue to the warehouse. Until then they wilI not deduct any payments. I have to wait for a message. If i receive the message i must phone them back and they will repay the money i already paid i to my bank account or i can purchase rchase a new mixer. I have to follow up everytime because between the warehouse and the courier they cannot find the mixer. Poor Sevice