Incredible *******ion Pathetic Customer Care

Purchased a laptop online from Incredible Connection (Order# ***), received it 21/11/2019, out of box failure - machine not booting up. Checked Incredible Connection's website for policy regarding faulty equipment. Emailed *** within 24 hrs as per faulty online policy. Phoned *** three times this morning to follow up on complaint. System was offline every time when I called and as per consultants. Nicole then advised me to exchange the unit at any branch. I then called Tyger Valley branch and spoke to Corben who confirmed that they di have the unit in stock and I can come and exchange my faulty unit. At Tyger Valley branch I was now told that they do not have the older model in stock and will have to pay an additional R1000 should I want the newer model. I then asked the manager, Beulah why they could not just swop it out since the newer model comes without the digital pen while the older model comes with the digital pen. The digital pen will make up the R1000 difference. Beulah then told me that they can't do swop outs or refunds at branch level... completely different story to what Nicole told me. What happened to "exchange for same or better"? Apparently Incredible *******ion does not care about customer care or going the xtra mile which is why I will never buy anything from them again. Frustrated and extremely upset about everything I demanded a refund. Now I was told it would take between 5 -19 work days for the refund to reflect back into my account! Funny thing is when I purchased it online the funds went off from my account immediately... but I have to wait 10 days to get my money back. Pathetic! Be warned, people, stay away from Incredible *******ion period!