Sold a used product online plus 20+ days with no refund

Leeroy Merlin sold me a used chair. We are on day 20, and counting. You committed to "It will be processed as soon as possible, and no later than 22/05/2024." Below are the events that took place.

I had ordered Focus Office Desk Chair - Black (SKU: e669c427) on the 28th of April at 4:31pm South African time.

I had gotten an order confirmation for the order #***, with delivery on Wednesday, which was a public holiday.

I got the email that my order was shipped on the 2nd of May at 7:41am, Thursday after the public holiday. When it arrived, I sent a mail that the product was defected. The packets inside were already open and tape was used to seal them up. The arms of the chair were damaged, it had chips on it and the arms looked like they had been slid under a desk. The cushion was also not to my satisfaction. The same day, at 2:33pm I sent my complaint that I wanted either a refund or a new chair. I packaged the box up and put it by the door.

On the 3rd of May at 4:07am I got my "request" 899674 with the code at the sign off JYGZY1-Z0DEN. Later that day I got a message from Asanda Somhlahlo at 1:51pm that it has been escalated with the relevant department.

On the 7th of May I was given an incident number "***-A". On the 21st of May, I was called by the couriers, ***, asking if I would be home the whole day to make collection. No collection was made.

My incident number "***-A" was CLOSED yesterday on the 22nd of May. I rep**** within minutes and a new request was given to me "910877" with the sign off "5ZLG0J-MGX6G".

I have sent numerous emails in response to each interaction, in some cases triple emails. No one has properly addressed me to let me know they will get this problem solved, except an external courier who did not even collect the chair.

Using the Electronic Communications and Transactions Act 25 of 2002 a consumer may cancel the transaction: -> within seven days after delivery (I notified Leeroy the same day as delivery) -> for any reason (my reason being used and not new, I attached pictures in my request) -> without penalty (a full refund of R748 is due)

Legally you owe me my money back. The chair has been waiting for collection since the 2nd of May, 2:33pm.

It blows my mind that I need to come to social media to be heard.

It is important to note the chair is not just another item on the website, I had bought myself back support and a numbless bum. I am sitting waiting in pain...

PLEASE PLEASE PLEASE REFUND ME!!!! This is totally unacceptable and will stay with me, my friends and family for a very long time.