Oral-B....they dont deliver

We bought an electric toothbrush the past Dec only for it to stop working after about a month. I made contact with Oral B on the 27th Feb, spoke to a nice lady called Lerato who to cut a long story short, assisted me and we made arrangements for the unit to be collected from my house. On the first attempt the courier came on the wrong day and waited for the to arrive on the scheduled day....they never pitched. I called Lerato and again we made arrangements for collections, again they dont pitch but come to the house on a day that I didnt agree to and to make the matter worse, the delivery man was rather rude. Lerato reassured me and to date, I am sitting with a device that does not work and has not been collected....not even a courtesy call to find out the status of my query. If collecting the device is too much trouble for Oral B then simply provide a refund or a new device.....This service is unacceptable