Defective item poor customer service

We bought a bicycle for a birthday gift we received a defective item with no mud guards a chain thats broken and the part that fasten the handle bar is missing with the bicycle being the wrong colour also send a email with no response on the 11th of May and phoned on the 13th of May spoke to Jason he advised me that the item will be collected with in 2 to 3 business days it was not collected I phoned yesterday again the 25th of May spoke to Jason again he told me the couriers was at the wrong address on Saturday but no one phoned us he told me yesterday that it will be collected yesterday afternoon with Internet Express and Paul will be in touch and send a email but nothing yet I phoned today the 26th of May spoke to Jason again and he said he will phone me back but no communication yet I feel this is very bad customer service as a customer im not suppose to be phoning again and again and getting no assistance why myst we fight first before something gets done and we also did contact them on what's app on the 7th of May to report the defective item with no response they want sales but dont worry about after sales service