R8500 spent on awning - reported issue 1 month later still no feedback - want my money back!

I purchased an awning from Leroy Merlin end of October 2021 online and paid R8500.00 for it. We assembled it at home and followed all the instructions but noticed that the one side was always lopsided. I called the help center towards the end of Jan to report the issue to see what could be done as there is a 3 year warranty. I was informed that because I ordered it online - a certain department had to contact me. I was eventually contacted by a gentleman by the name of Mondy who asked if he could video call us to go through the arm adjustment to straighten it. (No offer to send someone else to assist) - we showed Mondy via video and sending pictures ( photos) that the arm itself was faulty and that is why it was lopsided. He confirmed that he could see it was lopsided. We asked him what the next steps are and we got no response. I was contacted by another lady about a week after to ask me to explain the situation again which I did much to my frustration. I explained to her that the arm is faulty as confirmed by Mondy and that they should come and collect the unit and replace it - to which she responded that she would need to "consult" internally because the original supplier is no longer the supplier and they have no stock and they are not sure whether they will be able to get the new supplier to replace the awning or whether I should get a refund. She told me that she would get back to me later that day - today is the 8th of March - 3 weeks later and I have no feedback whatsoever.

The aftersales service I have received is **********! You would think that at the bare minimum someone would have been sent to my house to look at the problem to verify instead of being passed from pillar to post, and that subsequently to that it could be confirmed either whether the old awning would be collected and replaced with a new one or my money refunded.