Faulty Homend Tea Maker, Unresolved Amazon Returns

I purchased a Homend Tea Maker from Amazon, but it was defective. They claimed to have exchanged it after receiving it back, but the replacement had the same problem. I returned it again, only to be told that it was a user error this time, despite the fact that I had not used it. After receiving a written document, I planned to return it under warranty and take the matter to Consumer Rights, but they did not send my product back. It's been since May 9th, and it's now August 28th. They keep telling me that it will be shipped today or tomorrow and that it will be with me within 24 hours. You can hear the call recordings from every time I contacted them. Please, I'm in desperate need of a solution right now.