Pathetic Service

I just got off a call with their so called customer service department who seem to employ people who have no sense or manners or degree of interest in actually assisting you with your complaint or query. I called in at the beginning of the month or late last month to return a kettle that I bought which was faulty and in fact was not what was promised in the combo I had initially bought, I sent the pictures as per their request and I have given a reference and told it would be picked up, it has been almost 3 weeks and still it has not been picked up, I get calls every other day to buy more and more from them but they cannot resolve a simple issue I have with the kettle I bought and on top of that every time I call customer service its like I have to go through the whole process again I mean does their system not update the information and I was on hold for over 10 minutes until my airtime cut off and they didn't even have the decency to call me back! I want their items picked up, my payments reimbursed and my account CLOSED!!