Unprofessional Service

I have purchased a cartridge from The Cartridge Dept on the 15/05/2020 at Northcliff Square and since that day I have I have had endless problems. I have been there on Monday and was told by the staff that they sold me an empty cartridge which they now deny – I have spoken to Chris Delport and he said they only sell cartridges that weighs a certain amount and the cartridge that was taken back today (the replacement) was under that weight according to “COMPANY POLICIES” – that cartridge now has to be investigated before a replacement/ refund can be given. My question is why was the one that was supposedly empty exchanged, but the replacement cartridge must be investigated which takes 7 – 10 working days. Does this store or quality control not check the weight before it is put on the shelves? This causes so many inconveniences to the consumer – I would never recommend this store to the public.