Does Kalahari know how to process a repair

An item I ordered from Kalahai required repairs, it took them almost almost 8 days to collect the item after numerous follow ups and empty promises. Then after they collected the item, they sent me notification that the item would have a cost implication even before sending it to the repair center... whilst the item is in warrentee. Then to add fuel to the fire, they deducted EBuck from my ebuck account for a return order which never happened.<br> And to top that, no one from Kalahari has bothered calling us back to explain any of the above. We have called in serveral times and spoke to call centre agents are are not able to assist yet no one calls us back.<br> <br> It's disgusting that agents don't know their processes, there are no alarms going off somewhere to say that items are not being collected within in due time. Then sending out sending out an email that seems as if its a general email which means any repair weather in warrentee or not will be at a cost to the customer. Is Kalahari making money off repairs that are done free by suppliers or something? Then to deduct Ebuck for a return but no money is returned to my account. Unacceptable service.