Pathetic service from Cielo (furniture company)

Absolute pathetic service from Cielo!!! I ordered a bean bag via OneDayOnly from Cielo and was absolutely shocked with the quality once received. The bean bag was made from such hard, uncomfortable filling that cannot mold into any shape whatsoever. It is literally impossible to sit on and is extremely rough in texture! (I have videos and pics to prove this). When Cielo contacted me on the return request, I was surprisingly told that my complaint is not a defect and the item will be inspected on return before a decision is made. This, however, does not conform to their return/refund policy which is available on their website. Furthermore, I had to pay a shipping cost of R350, over and above the fact that I have been so inconvenienced. This unprofessional service from Cielo towards their customers is beyond shocking!