Terrible service when dealing with a return

I purchased a new Phillips TV online as part of Dion Wired's Blue Monday deals and was shocked by the terrible quality of the product. As a result I organized with Sam from their online web support department to return the product. She sent me a mail confirming that she had spoken to Jacque and Shannel Fourways Dion wired would accept the TV and I could decide on a refund or paying in towards a TV in store. After finding a suitable replacement TV I tried to get the exchange. I was then told by the manager on duty that Shannel had told her that they could not process the transaction. She also informed me that I should go to Woodmead in order to sort this out. This was a complete waste of 1:30 hours of my time. Im completely disappointed by the service that I received at the Fourways store especially after going through all the trouble of arrange with Sam ahead of time. The quality of the Phillips TV is shocking, how they actually sold it in the first place is beyond me.