Boult Audio — Not receiving call and holding up customers in queue for complaint call

Received faulty product and when placed a complaint for replace, the pick up guy came and took the product and the next day, the mail came from official boult audio that, we haven't received your product.
I mean what is this thing going on ?
Aren't they able to manage their customers then why they are expecting to be publicized their brand ?
Very disappointment from such horrible replacement experience.