extremely disappointed. -lack of customer service

I order a gobbii e reader through kalahari. less then a year later I wanted to return it as the item is faulty.<br> logged the return on the 6th of May 2015. had to phone take alot in order to process the return. I never received a confirmation email. they then logged the return and said that the courier company will contact me with regards to collection. I received no contact. phoned take a lot again on the 12th of May 2015 who then said they will resend an email to the courier company. I eventually received a call to say they will schedule the collection for 11am . no collection came. they then phoned me again at 2:30pm and said collection will take place before 5pm. at 5:01pm I received a phone call saying that the delivery service for my area has closed down and another company will have to do it.. 13th of May 2015 I received no call. phoned take alot 5 times and all they said to me was that they will email the company to collect it. and I still have not heard anything. how is this good service?????? when will my item be collected and processed...