I am not happy with the customer service it's very poor

I am not happy with the customer service it's very poor. I returned a faulty sunbeam griller and it was gone for 2 months. No one called to give me an update I had to phone always to follow because I needed. The lady Bongiwe who assist me on the phone call said I should come and she will give me a new one or refund me. When I arrived at the store she changed her mind about the refund in which I opted for because I can't always have appliances going for that long. I am now stressed since I took the new one that all the appliances I have from Pick n Pay will always be gone for 2 months. I will never buy appliances from Pick n Pay ever again. I have never experienced such at Game stores. They will call to apologize and that won't make me happy. I just want them to work around the turn around time for repairs.