Russels has the worst customer service ever

We have had the most terrible customer service from this furniture shop, Russels, we bought a TV and it was faulty, had lines on the screen and had to be taken back to Sansui. It has now beem almost a month waiting for a TV we paid cash for, no one gets back to us, when we contact customer service we always get a response that it has been escalated. When we took the Tv in the manager had said it would take at most 2 days for us to be given a different TV. It has been a month, they have our money and they have our TV.