Poor service

I Ordered an item on Monday and received it the following day seal broken and it does not look new at all. I then call them to arrange for a them to collect the item and replace it with a new one. They assured me that someone will be in contact with me within 24 hour. 24 hours came and nothing happened. I then call them again whereas I was then told my package will be delivered tomorrow but they cannot confirm what time so I asked that a manager call me to confirm the time seeing as I will only be available the morning. When the manager called me back she then tells me the package will only be ready for Shipping on Saturday and I will then receive it on Monday. When I track the parcel it still shows delivery for tomorrow but the manager Amiena Taliep assured me now that the package will only be delivered on Monday. I specifically ordered the package early so that I can program it before my son's birthday and now I don't even have a gift for him and all they can say is sorry mam. No one is taking responsibility for the faulty devise they sent me and now no one wants to take responsibility for not delivering on time. I just feel this is really poor service