EXTREMELY BAD SERVICE/ DISHONESTY

My Zando order was delivered on 2/12/19 and on the same day a return was logged for one of the various items. Once my return/ swop was logged I've had to send numerous emails to follow up, both to customer care and complaints to which do date I have not received one response back. As you can login to your Zando account to check for updates, none from their side on my account has been updated. After my third call to Zando, I was told that it will "never" take two weeks for the return/swop out to happen and I was promised that the entire process, including me receiving my swopped item, would be resolved before I go on leave on 14/12/2019. I was informed by yet another customer care consultant from Zando, THANDI, this morning, that they had only received my return today (9 DAYS AFTER LOGGING THE RETURN) and that it came down to the fact that I would now NOT be receiving my clothing item as promised and confirmed by Zando. When I got upset by this and starting asking for all the names of the consultants which logged all my calls etc and who assured me it would be resolved way before the 14 Dec 2019 as I was now going to log this entire experience on Hello Peter, I was immediately refused this information and THANDI informed me that she was not allowed to disclose any of the consultants names to me, that had logged all my enquiries on this matter. What is the reason for this? Why would I not be allowed to be given the consultants names? What are they hiding? Yes exactly, they messed up, wont fix the situation and now hide behind each other. The fact of the matter is, I was promised something by Zando and I'm still waiting for the RETURN OF MY ITEM THAT I PAID FOR! If you cannot keep your promise to a customer, then don't ever commit to making such promises. I'm extremely disappointed and want this matter resolved.