Pick n Pay lack Customer Service and after Sale Service

I purchased 2 fans at Pick n Pay online. The Bennet Read fans remote did/ does not work. My wife contacted the call centre and because she purchased it on my name, I had to speak to the consultant. He promised to call my wife back to make arrangements to collect to no avail. Since the call, we've sent 3 email following up and have had no correspondence since.

It should be a manditory to resolve any query within a timuous manner, respond to emails and follow up to ensure your customer are happy.

As per the online consultation the device has to be replaced and not just the remote. I'd like to know when this is going to happen and why I haven't recieved any update since the call and 3 emails.