Appalled with the customer service and product quality

I am a regular patron at your store, recently I purchased two pillows online. I did purchase the same pillow about 3 months ago at your Gateway branch. However, when I visited your store on the 9 July 2023, you did not have stock. Hence, the online purchase. The pillow that I purchased 3 months ago is truly a dream, I absolutely love the quality and the comfort. However, the exact pillow that I purchased online lacks quality and comfort. Furthermore, it sinks as soon as I put my head on it. Apart from that, it is soft and not firm like the other pillow yet is it the exact same pillow. These pillows was delivered on Wednesday (12 July 2023). I took it to the nearest game store on Friday (14 July 2023). The manager Zama advised that due to hygiene purposes she was unable to return the pillow. This is clearly a manufacturer fault. When asked why she could not return the pillow to the manufacturer, she said she would google the number and I should call the manufacturer. I advised her that me being a customer of Game, it was her duty to call the manufacturer and then inform me accordingly. She promised to call by the end of the day, however she failed to keep up to her promise. Furthermore, I called the store several times, Saroj informed me that she would tell Zama to call. I am still awaiting feedback from Zama, who I must add is a manager at the store.

You have a policy of service guarantee on every product sold. I am completely dissatisfied and extremely disappointed with the unsatisfactory level of service with the service at your Gateway store and the products purchased. I expected much more from a prestigious and reputed company of your standard.

To resolve this problem I suggest that you provide me with a refund and send that pillows to the manufacturer to undergo a quality check.

I look forward to a reply and resolution to my problem.