From hero to zero

I used to be a loyal customer of onedayonly. Buying probably on a monthly basis. However, their return process is a complete fail, I purchased a thermometer on the 4th of June. the thermometer does not work. I have sent several emails to only receive an apologetic email about the terrible service. its takes 11 days for emails to be returned. Its already the 13th of August and onedayonly is still yet to send a courier to collect the faulty thermometer. in the meanwhile I've had to purchase another thermometer in order to comply to temperature checking for myself and family.

Really really pathetic service. I just don't understand how the management of such an amazing company is allowing this reputational damage to take place. I for one am no longer a loyal customer in fear of if I have to return anything.