Terrible customer service from Amazon

My husband bought me baking tins for Mother’s Day. The tins that were delivered was not of the quality or brand that was bought or advertised. We contacted Amazon and were told that we would need to return the item to either Courier Guy delivery point with a tracking return ID, which Amazon issued or pay for the item to be collected from us. We dropped the item off at the Courier Guy only to find out 2 weeks later that because it’s a 3rd party item that we would need to pay for for the item to be collected and then we can request for a refund once the item has been returned and all processes approved. The best Amazon can offer is an apology for the inconvenience and they understand our frustration. This is really not a customer centric operation. You can’t allow 3rd parties to advertise items falsely and then make it the customers responsibility to correct. We have also needed to be without the correct item and money and will have to wait 5-7 working days after the credit is approved and hope our money is refunded. I have used Takealot for years and their service has been exceptional. A return is processed for collection the next day and money refunded within 2 days. Amazon could learn from our local business.