Bad service and ****mers never buy from them cause apparently you not supposed to open your package to see if you like it or not cause should you want to return it they take your money

I want to express how utterly unprofessional and disappointing my experience with this company has been. I spent 3,000 rand at the store purchasing a couch, and when it arrived, the driver told me the plastic was tied on the side. He untied it so I could inspect the couch. I only peeped inside and touched the material, immediately realizing I didn’t like the fabric. I then logged a return with the store, explaining that I didn’t want the couch because of the material. The driver didn’t need to open the entire plastic packaging—he only showed me a section to check the fabric. I touched the linen, and I was clear that I didn’t like it, especially how it felt in my hand. After submitting the return request, they asked if I preferred an exchange or a refund. I chose a refund. I clarified that no one used the couch; I simply kept it there while waiting for the return to be processed. While waiting, I was informed by an agent that I would only receive R1,344 of my payment due to handling fees, which is over R1,000—despite the fact that I hadn’t even opened the couch fully, and the driver was the one who opened it briefly. They are claiming I opened the original packaging, which is false. Is this how consumers are supposed to be treated? I am so disappointed. I’m considering giving the couch away because I refuse to accept such a small refund after spending so much. I’ve bought furniture from Russell’s before, and I’ve never experienced this level of service. This situation feels like a ****. You simply cannot take such a large amount of money for a product that was never fully used or opened. I will never buy from this store again, nor will I recommend it to anyone. This experience has been extremely frustrating and unacceptable.