Once a satisfied client turning into a very unhapp

I have recently become a customer and so far received quite an acceptable service from your company until I had to return goods. I phoned HC to confirm that the Eclipse Cooler and Warmer (91834) was a mobile aircon since limited info provided on the website. The agent confirmed that it was. I placed my order and when it arrived and we took it out to test, did we realise that it was only a normal cooler and not an aircon. Since R4000 is a ridiculous amount to pay for a cooler we decided to return it together with the Sesto 7-piece knife block set (89167) that was received broken before I even opened it. We returned the goods with tracking nrs PA***ZA and PA***. the Post Office confirmed that this was delivered beginning Feb to Homechocice however until now your callcentre tells me it wasn't received yet and that I must be patient since it can take up to 3 months from receivel to being processed?!?!? This is complete and utter nonsense. In the mean time I must pay off R5000 of goods that your are sitting with, not me?? I want this sorted out a.s.a.p and my account corrected accordingly. Don't loose a good customer over incompetency!