Mr Price Retro baby cot poor quality and poor after sale service

Ordered a premium retro cot from Mr Price group, the item delivered was of poor quality and standard, pieces were not fitting together, not cut properly, etc. they took three weeks to collect and another week to refund. This was a great inconvenience as a pregnant momma expecting the baby anytime with no cot and my refund of 3000 still pending. The worst part was the non urgency of the customer care support, only when I escalated and called a million times they could quickly arrange pick up on the same day. So what was the hold up? Incompetence? Poor service? Non urgency of customer care?