Worst after sales customer ever experienced

Went to Sunglass Hut in Tygervalley to take back a pair of sunglasses I have purchased that started to stain/show rust damage.They informed me that this is a product defect and I should log it with their collection department to be assessed.Why I had to do that, and not the shop where I purchased the item I'm still asking the question.However I sent all the information required for the process to start and the glasses be collected.Since submitting my request and regularly querying when I'm gonna get a response.I then called the call centre and the ticket status was changed and then promised someone will get back to me the same day.I'm still waiting on someone to call me.How can communication be so poor with an organisation of this size?My recommendation would be to never purchase any sunglasses from Sunglass Hut,as they over commit and under deliver!!