poor service

I normally buy by zando and 3 weeks ago i bought a puffer jacket online , I wore it once and the zip broke a few days later from buying it I then emailed them to collect it they responded to say they will get someone to collect it but they havent!!! days later i had to email again and then they confirmed they sorry for the inconvenience they will get a driver to collect it its a week later from the second email and 3 weeks later from my 1st email and up until today the jacket is still laying at home when are they planning to collect it when its summer ???? what poor service !! i order a pair of boots an that came to scratched last week but no one is getting back to me regarding the jacket im tired of emailing all the time