Damaged coffee table

We purchased a plasma unit and coffee table from Cielo. The products arrived, we unpacked them and threw away the packaging. The plasma unit was fine but the coffee table (around R10 000) was made of thin cheap wood and we literally realized the wood already had a crack in it. That's how cheap their wood was, it didn't even survive delivery. So we requested a refund of course. We had to follow up with a phone call a day later the lady said she is awaiting our email to say if we require packaging meanwhile the email was sent already saying we did. Then she tells us that it takes 7 days to deliver packaging (absolute nonsense) then another 7 days for them to collect then 14 days for the refund (unsure about exact days because no confirmatory email was sent) so they literally are going out of their way to make it as inconvenient as possible. We asked Pelisa that they send an email saying all this. No email has been received. This is a refund for a product that THEY sent damaged.