Frustrating and tedious, return and replace process

Frustrating and tedious, return and replace process. I have returned a faulty item for replacement. Item was collected and send to the warehouse, I received an update on the app stating that the replacement item will be delivered on the 20th of April. I have spoken to numerous consultants regarding this advising death 20th of April is too long of a weight, as I need the item as soon as possible. I even sent a link to the agents I've been liaising with with the same item or similar item that can be delivered much sooner. They advise that the initial replacement order needs to be canceled which was 2 days ago, when I check the app the item that will be delivered on the 20th of April is still appears, and the of the item is there stating waiting for payment. All the needs to be done is the one item Castle and the fun transferred to the other I don't understand why this process is so tedious and time consuming and complicated.