Bad client service

Worst client service ever I bought a router online I paid the router is faulty, I called the customer care for a week they sending me back and forth the information they gave is not consistent one lady said she will escalate it because the router is off so i decided to cancel it they said i have to go to the store i went to tyger valley mall mnt the lady I can't cancel it there because I bought it online online they say to the store so now I'm stuck with something that doesn't work and can't not be cancelled