Bad Service

I purchased an Instant Duo Pot from @home to be delivered to my daughter in Cape Town. When it arrived and she checked it, the pot had lots of scratches which led me to believe that it was not new. I called TFG online, and asked them to bring me a new pot to replace this one and they were so unhelpful. The call centre said they can only refund the item, not replace it.

This is so ridiculous as I bought the product on good faith expecting a new product, this is their fault. Surely @home can make an exception to replace this. The call centre said that my daughter must go into the store to get it replaced, due to Covid she is high risk and cannot do this.

I would like this escalated to the management of TFG - this is very unprofessional of TFG.