Horrible horrible service from incredible connection

I bought a Volkano Insta Series Tripod Vlogging Kit ORDER NUMBER : #*** done on the 25th January 2022 for a birthday gift of my partner. The device was delivered on the 27 January 2022. It was given to my neighbor still sealed and all that was fine. I wrapped the gift for her birthday on the 03rd February 2022. She opened the gift on the 05 February 2022 as we went away for the weekend. When we checked we found that the tablet and the notes holder is missing as one of the parts. i picked up a phone called Incredible connection, spoke to Dineo who was helpful and informative ref ***. She checked if we cannot go to the nearest store to exchange but realized it was only sold online. she advised we can wait for a call for the online department to bring another device and then collect the other one. Monday came no call then Wednesday i called at 11h49 i spoke to a very rude lady cant remember her name, she screamed at me when i asked i couldn't hear her, i asked for the supervisor she told me i must sent an email so that the supervisor can talk to me. i so wish for that recording so we can hear how horrible i was treated. i then received a call from Sphiwe guy who just started by arguing that we cannot do that and only way is he will refer the matter to the supervisor. he told me even if I write to hello peter nothing will happen. Then the supervisor was so arrogant that i have wrong information that cannot be done that way. i told them but it is one of your consultant who gave me the information. they informed me i will not do what i want and is not gonna be done that way. i asked who should i believe and I needed the recording i had with Dineo. I then took the matter to their Facebook and another arrogant lady called me i really got very angry at the attitude i was receiving. i then wrote another message on face book to say i need a refund then but when the lady called told me she didn't know how long it will take maybe 7-14days i told her this is emergency but she cared less. this has been a month trying to resolve this issue The owner still want the tripod, my understanding is this is just a manufacturing fault where one of the contents is missing. This is suppose to be a simple straight swap but has become a nightmare. i have supported incredible connection for years buying close to 6 dell laptops and printers and i always believed in them but this has made me realize something else. as long as the money is paid to them they do not give a damn,