Poor quality , with terrible service

At the end of September 2018, we purchased and paid for 14 dining room chairs in full of which 1 chair was received, with a promised delivery for the remaining 13 chairs within 7-10 working days . The remaining chairs were received 7 weeks later during the latter part of November. We noticed the chairs were not balanced and immediately visited the Gateway branch where it was purchased to inform them of it. We were promised immediate follow up, which was not received. After weekly follow up with the branch with no joy, we escalated the issue to customer service department at head office. The Gateway branch manager, Cassim then visited us and on inspection of the chairs confirmed that the majority of the chairs were not balanced. He agreed to refund us and collect the all the chairs. Our banking details were emailed to him at his request, again , with no follow up. Our continuance persistence eventually led to Essop's collecting the chairs on 14 January 2019 with the company now insisting that we be charged a 10% cancellation fee even though they supp**** defective goods. Telephone calls are never returned by the Gateway branch manager, Cassim and promises were never kept. We were promised by Kim from their customer service department that a senior manager will follow up with us- its been 2 days and no call. Defective goods, lies and empty promises seem to be the norm at Essop's !