Extremely poor service from Homemark

Good day I returned my spin bucket of the Topmop 360 plus (green) to your Canal Walk store in Cape Town 6 weeks ago due to the spinner not working. I have not had any feedback from the store and have called numerous times. When I got through 2 weeks ago I was informed that my product was never sent away due to bad management of product return because of your previous *********** staff , who captured my return, working in the store. I questioned this as working in retail before appointing competent people should be at the top of your list. I was then told new staff took over and someone would call me in 2 days. I left my number. To my dismay no one has up to this day returned my call. I called on Thursday again. I was told my bucket was still in store and at a managerial level, nothing was done. I was told I will have to wait another 6 weeks in order for your faulty product to be fixed. Now this completely goes against your return turn around time and against company policy. I was told there was so much stock that was never logged as returns. I have been a loyal customer of Homemark for more than 10 years and have never received such putrid service in communication or service delivery. If at a managerial level no one is ever available or knows what to do according to your staff at your Canal Wak store in Cape Town, then I’m a bit sceptical regarding your “Home of quality” promise. This needs to be resolved urgently as I am relocating and cannot be waiting another 6 weeks. This would mean a total of a 3 month waiting period for a product return? This is completely unacceptable. Can this matter be attended to as soon as possible with feedback from Homemark as to what will be done. I’m sure I’m speaking for those who will still contact Homemark regarding this disappointing service. Regards Mrs Jacobs