Can you please help

I'm so frustrated by how I've been treated, I understand that the lockdown affected the operations but I was promised upon logging return RRN-444A-73FB to be assisted as soon as possible, I was sent an sms on the 1st of this month that my return will be uplifted on the 4th, they did not come and did not communicate, I emailed to quiry then I got an apology and promise that it'll be on Monday the 11th again they didn't come then I sent and email later on Monday I didn't get a response instead I received an sms that it'll be done yesterday the 13th before 5pm up until now no communication has been received and my emails are not responded anymore. I'm actually frustrated because I need them to do a return so that I can get a better quality laptop to proceed with my studies. Had I known of how I'd be treated I would have taken my money where I'd get a better service. I'm really disappointed.