Pained!

I bought bedding set at PresLes and found out that the quality was not good and the colour was running out. I contacted the sales person and she said contacted the company, then they said we need to return it with a return slip, which we did. The parcel was with Cape mail hub, PresLes' mailer for over a year and every time upon enquiry they claimed the parcel was not received but the parcel tracking number showed that it was scanned at Cape mail hub. Eventually they agreed to have received the faulty product but then said they could not exchange it because the 5 yrs guarantee period had lapsed. All these started even before the onset of the lockdown but I was only told about the 5yrs story in March this year. In may this year, Pres les said they will return the faulty product back to me because they will not exchange it, to date I have not received it and they have not even responded to my emails. The consultants at the call center always say they will get back to me but have never done so. For such a supposedly reputable company, I am disappointed and feel very much ******. Now they are even failing to return the damaged goods back to me, so it means I have just thrown thousands of rands down the drain...