Damaged goods and no refund

I purchased a product at Edgars Bedford Centre , Estee Lauder assisted by Fiona (an idealist illuminator for an amount of R1000+). Upon opening the product at home , I realised I had been provided with a used product.<br> <br> When I called the store to report the matter (the same lady, Fiona) promised she would deliver a new product the next day as they were receiving stock. I am still waiting for the product to be delivered. I follow up with the store daily to try get the product or a refund and I am given the run around and my calls are put on hold for hours,<br> <br> The store has not once called me back to update me on the status of the situation and not even the manager (to whom the matter was reported to) has called back.<br> <br> The product was paid for and all I am asking for is the product to be replaced or a refund be given.<br> <br> This is poor service and clearly dishonesty on part of the employee and management. <br> <br> Very disgusted with the service. It is actually **************** and if not resolved will be escalated further.