Poor customer service and communication

Really disappointed with the communication and customer service especially for such a massive branch (Sandton City).

I've purchased a portable air conditioner in early January. Took it home and tested it...really noisy and does not cool the room as expected. I then was not in Johannesburg for a month and tried to call the branch numerous times to initiate a refund and to explain I will not be able to bring it back in the desired time frame , I was put on hold and the call dropped.

I arrived back in Johannesburg and then took the item (without the packaging as this was discarded by my domestic worker) to the store in late February., it was Saturday.

The manager informed me that he will need to contact the regional sales manager and he will get back to me on Monday.

I receive a call on the Wednesday (not from the manager) from a random lady then telling me I cannot return the item according to CPA which is on the back. "On the Back" - what does this mean as the store had kept my invoice slip. I then request to be transferred to the manager and yet again I do not get through and am informed that he will call me back.

It has now been more than a week and I have not received a any correspondence and the unit is in the store. I have no idea the environment it is stored in and the care that has been given to it.

Please can I get a senior individual to contact me as this is really upsetting.