Fair Price unfair service

I bought a base and matress early this year.What annoyed me was that it was not the colour I chose and I was ultimately convinced that it it the same quality it is just a different colour.When we opened it it had scratches and looked used.I immediately took pictures and sent it it them via email. The manager's inbox said it is full.I went there the next day and found a manager who gave me a bit of an attitude but I was at least in a state to tell her what I know of my rights.They told me the only way to assist was to send the delivery van to come fetch it & take it back to warehouse to check if its not my fault.I asked them where should I sleep in the meantime but eventually agreed for them to come fetch it then we would sleep on the couch in the meantime.The manager kept on calling giving me all kinds of excuses about the driver and the van and sometimes even gave an excuse that my phone was off or couldn't go through.Even today that bed is still with me and now that I am no longer pestering them they just pretended this query never happened.Is this the service that Fair Price stands for???