Disrespecting & Apalling Customer Service (3D Lamps ) 3dlamp.co.ca

I have had a terrible experience with 3D lamp. (Kayma Signs) I ordered a gift last year. I received a watsapp to confirm the design which I did,.

Order was promised to be delivered on Monday 27 September (was a gift), I had to keep chasing the order which eventually arrived Thursday 30 September. The item arrived damaged. Also, the gift looked nothing like what I had initially seen on the website, & had pictures stuck on the 3D Lamp and looked very cheap. I reached out to Hezel on watapp advising her of this. I was told that they would replace it. I advised them that I did not want a replacement but a refund as the gift look terrible. They advised a manager would call me. I spoke once to him advising that I wanted a refund. he advise he will get back to me, (as I had rush off into a meeting & had to cut out conversation) I have been chasing since with Hezel as dont have Steve the managers no. I have left several messages & he never returns calls. I have requested his direct no. to contact him but have not been provided with it. Eventually I just asked that they give me a replacement as not getting anywhere with thi, & I was told that they will only replace once I send back the original damaged item. I advised that they can pick up from me or collect once they deliver the new item & they refuse. They delivered the damaged item, so why should I pay to send back the item.

I have tried messaging them a few times in the new year around it as well as calling them - +***6 (watsapp) details I have been communicating on & no reply or answer to calls.

I would like to just warn others our there. As I was really disappointed. Spent R1000 on this, thinking would be a great gift for someone for a milestone Birthday, but was hugely disappointed.

The lack of customer centricity & disrespect shown is appalling. Please dont be fooled by the good looking & enticing picture on the website, cos what you get is totally different