Shocking customer service

I went to Essops Home Lenasia on the 31st Jan dealt with Rona , I purchased a bedroom suite and a storage Kist paid for everything in full by EFT while at the store ,the following day when double checking my receipt I noticed that I was over charged by R500 , I called the store and was told that I would be refunded no explanation given as to how I got over charged I received my refund on the 9th Feb. The items were delivered on the 7th Feb , 30 minutes after taking delivery I noticed that I was given a storage Kist that was on display as it was dirty and had a small hole. I immediately sent an email complaining about the above, the reply from Rosa was (Firstly we would like to apologies for the inconvenience caused, please give us a few days and we shall swap the blanket box. As soon as we receive more stock from the supplier, we will reschedule the delivery. Thank you),I never heard from them till I followed up again on the 13th Feb I was told I will get it by the 24th, I sent them an email on the 23rd to follow up again did not get any feedback ,I took day off from work on the 24th called them to check what time I can expect delivery was told they could only deliver on Saturday the 25th. I told Rona that I am not available on the 25th if delivery is on the 25th it must be in the morning as I am not sure what time I will be back. She promised to call be back till today I am still waiting for her call. The customer service is shocking to say the least , I am actually tired of following up and would like to get a refund for the storage Kist. They keep making false promises have been patient and given them more than enough time following up every time.