Extremely slow returns resolution

We ordered a generator from Loot.co.za in December. The generator was delivered on 20/12. When tested it was found that the electric starter is not functioning. A return was logged. After Loots' courier (Fedex) missed 3 arranged collection the generator was only collected on 03/01. It is now 20/01 and Loot is no closer to resolving the problem. Horrible customer service.