TERRIBLE SERVICE FROM INCREDIBLE CONNECTION

ABSOLUTELY TERRIBLE CUSTOMER SERVICE !!!!!! Ear pods were purchased on line and when they did not work and could not be used I was told to take the earpods to any branch of Incredible Connection. On 18th August 2022 (Thursday) I went to the Cradelestone Branch and they could not help because they were doing stock take but their doors were open.... first bad service. Why are their doors open during stock take if they cannot help customers. I was told to come back on Monday. When I went back I spoke to Mandla who called Pinky. She said they did not have stock and asked me to wait while she apparently called Head Office to ask if they could do a refund. I was told to complete a form and provide confirmation of the purchase. Pinky kept the ear pods and confirmed proof of keeping them which I do have . Pinky never got back to me and I repeatedly had to call her back but with no resolution to getting a refund. Yesterday 13.9.2022 I called her again and she said she would call back but as usual never did. I called again today 14.9.2022. She said they couldn't do a refund and when I asked who I could call she said she could not tell me because she said she would get into trouble. I tried calling Head Office but the online number is not answered. So now I have paid for the earpods and and they are keeping my money as well as the eappods. So effectively I have NOTHING and have lost my money...they have my money and the earpods and Pinky cannot do anything else according to her. This is disgusting......Pinky should not be dealing with customers. She doesn"t get back to customers and just washes her hands of trying to resolve the problem. Pinky does not even tell me to collect the earpods already paid for. HOW DO I GET MY MONEY BACK IF NO ONE WANTS TO HELP? If I had bought them through TAKE-A-LOT I would have had a refund within a day or two. I do online purchases all the time and have never had this problem. Incredible Connection is supposed to be the largest electronics store but it is so difficult dealing with them when there is a problem with their products. Really bad. It is almost a month and I am just told they cannot refund. How did I get the earpods without paying, after providing them with proof with the Incredible Connection logo on the order? Hopefully someone in authority will see this and be proactive in urgently getting my refund.