Poor customer service

I bought an Urn 4months ago at Homechoice. Had it for 3 months then the switch stopped working. I called them on the 7th of October to be fixed they said they will send the couriers to come and collect the Urn within7- 14 days. 14 Days passed and nothing. I called again on the 23rd October the lady said she will escalate the matter and that will take another 7 days. Today is the 6th day in total its 20 days instead of the initial 7-14 days. I called again today and i was told that there is no pick up approved but the fixing of the Urn has been approved so i must take it to the nearest ware house after I was initially told they will arrange for the couriers to pick it up. I asked why i must take it after they said that they will arrange for the couriers to pick it up and I'm very far from the nearest warehouse meaning i will have to pay for the costs of the courier. That's when the consultants said that she will escalate the matter once again for the couriers to come pick it up. Yoh disappointed is not even the word to describe how i feel right now.