Terrible Service!

I purchased a gift for my son's 5th birthday from Kalahari. Upon opening it on his birthday we realised the item was damaged. I immediately contacted Kalahari - this was over 3 weeks ago and informed them of this and asked for a replacement. Since then they have informed me twice that they have sent their courier out to collect the item but the courier has not arrived. I have a **** at home all day looking out for this elusive courier. My son desperately wants his birthday present and there seems to be no end in site. Once they collect it, they inspect it and then give a refund as they do not replace faulty products anymore - really? I am having no luck with the contact call centre and really want this item collected and replaced please. Do not use Kalahari - there service sucks! Your request to return an item - [AC] CRM:***8 - [AC] - [AC]