Shocking "support"

I ordered a couch online, and the very next day I canceled the order via their specified help@mrp email address. I received a reply today after 4 days only that the order can't be canceled and I will gave to reject it upon delivery and then again log a query on the phone and only once a store in the area is willing to accept the order will I be refunded?! The employee who sent the email had the audacity to tell me that I should not have sent an email even after the website states you can cancel orders via the email provided. Ridiculous!