A week and still no collection

I logged a report on line on Monday 31 AUGUST to have an item returned as it had gone faulty and was still under warranty. I filled in the correct details of were it need to be collected and the contact number. This item was a gift to my mother and thus needed to be collected from her house.Get a mail on Monday evening saying can not get hold of me. It was rep**** to and acknowledged with the correct contact numbers again. A day and time was requested. Still no collection. I called twice on the Thursday to try and get it sorted out and again gave the correct contact number. Called and spoke to a manager on Friday. Surprise Surprise I get a call this morning asking when can they collect. Get your act together!! Replace this item by Monday