Bad quality product and service

I'm not happy with the service I received lately with Leroy Merlin. I have been buying for years from them online. However the service I received with my last order wasn't good at all. I ordered a carpet, the delivery date was supposed to be on Tuesday but it was only done on Thursday after I had to make so many calls daily. When they finally deliver the item i received the quality was very poor. It was worse than the ones in small street Joburg. I made a call to request for collection of the item. I was promised it will be escalated for it to be collected. Till today I have not received any communication from them about the collection for the item so that I can get my refund. I asked them if I can return it to the store so that I can get my refund but was told I can't because it was online product.