Appalling, poor and a disgrace...

I made an online purchase of DOWNLIGHTS on 29 May 2025, based on the image and description given, and when I received my order, it was fittings with no downlights. I raised this with Builders and they promised to escalate my issue to management and make changes on their website, but to date, I have not had a response from their management nor have they made changes on their website. This is false advertising and misrepresentation at the very least, and it is a huge inconvenience as I could have gotten a different product or made my purchase elsewhere. The same agent keeps calling and sending mails to follow up, even though I keep telling her I am waiting for management to get a hold of me so that we can resolve the issue. Now, they have come to their own conclusion and resolution. I don't see myself making use of their online platform again. All I wanted was what I ordered, but I am beyond their excuses and ridiculous reasoning...