APPAULING SERVICE

I have ordered a coffee maker from [URL Removed] which I received on 20 April 2015. Upon receipt of the said appliance I discovered that the glass jar is broken. I logged a call for the exchange of the appliance online on 21 April 2015 and I also contacted the Kalahari contact centre on the same date whereby I was promised that the appliance would be collected the next day 22 April 2015. The appliance was never collected and when I checked on my Takealot account I discovered that the exchange was not logged on my takealot account. I then logged the exchange/return again on 5 May and received a response on 6 May that the returns dept will get back to me which did not happen. On 11 May I sent another email and received another response that they will get back to me. I received a call yesterday 12 May 2015 from a consultant that they will collect the appliance today. To date the appliance was never collected. I am extremely dissatisfied and appalled by the lack of service delivery. If and when the product gets collected I am already stressed about how long it would take them to provide me with a new coffee maker because I want the same coffee maker and not a refund