Very unhappy customer

On the 6th of June 2020 I ordered an Samsung S20 Light blue leather casing for my phone from the Incredible Connection On-line store. I received my order number and my Invoice number and the case was delivered on the 9th of June 2020. Not even one month later the color on the cellphone cover started to come off. Black patches was visible all over. On the 4th of July I phoned the Online Helpline to ask what to do, to either re-fund or replace as this is unacceptable according to me. They said I will receive a call back on the Monday or the Tuesday with an answer. I received a complaint number and waited for the call. As expected I received no call back from them so I phoned again. The answer I received was sorry still busy with the review process. So by the end of last week I contacted the head office where I was told that I needed to take the cover into any Incredible Connection store, which just so you know I've been inside a store as well and was told that they cant assist me as this was bought online. But was also told that they would send an email to the store explaining what happened and that they would have to help me. So on Saturday I went to Incredible Connection East Rand Retail Park after receiving an e-mail from Mbhali confirming she arranged with the Branch Manager Dennis to expect me and to assist me. According to Dennis no e-mail was send to him?????? Arriving at the store I was greeted by a rude, arrogant Dennis, not very helpful and looking very annoyed that I disturbed his morning. He said his Sales Manager Ruth will help me further. So after expecting a re-fund, I was told to fill out paperwork and they will send this to the online division. I should expect a refund 10 - 15 working days. So here is my question why tell me to go to a store, give me a huge run around just to send paperwork back to the online store. This morning the 15th of July I contacted Mbhali again, where she told me because it's under R1000 the store should have given me refund. So somewhere, someone don't know the policies and procedures. I am still waiting for her to phone me back, don't know if that will happen, but I will wait. In my life will I never use Incredible Connection again as this is unfortunately not the first time I have received bad service from them, but we always keep quiet and let the situation be, but now I have had enough. They give you the run around, don't return phone calls....And then e-mails not being send or maybe they have. Not to mention being greeted then by rude and arrogant Branch Managers, sorry this is the worse experience ever.