Disappointment after disappointment

Ordered and paid for fridge online on the 18tho of April. Delivered 21st April , product defected send an email to support. Called in the following day. Was assured the case will be sent to relevant dept for evaluation and they will make contact once reviewed case. I asked the agent that they collect and I will come into store to pick out the fridge after I have thoroughly inspected it. 28th sent reminder for store to come collects Saturday.. I got messages informing of the delivery- how so, when I was adamant about coming in. And after the first experience I was not comfortable with the exchange. I informed driver that I will not accept the delivery as this is a blatant disregard of my request.

Again, on the 4th of May, I called in to the support line(***) got through to an agent requested an update on my case and questioned why my request was ignored. The agent couldn’t answer and instead was telling me of the exchange as per the notes captured. I further corrected and asked; how is it that you delivered out another fridge when my request to you when I called in on the 22 April, I proposed to the agent that I’d rather drive out to a store and thoroughly inspect the fridge myself so I’m completely satisfied. So on what grounds are you delivering another fridge when I was disappointed on the first experience? I then asked to speak to a manager because even in all communication I initiated my requests were still being disregarded- so what’s the point in keeping this relationship going. I was then transferred to a manager,Xolani- call center manager, and I asked that he escalate my request as the experience went from bad to worse- from defected product, email that aren’t being acknowledged and calls and the conversations had where my requests were ignored. I asked that I have already invested too much, my time, airtime, energy and there’s no point in us engaging further- I asked that he escalate my case and call me when (1) driver has been sent out to pick up the fridge and (2) my money has been transferred back to my bank account.