Shocking after service and false advertising

I was very disappointed when I opened my parcel as it was nothing as described.

The image of the Christmas tree was full and beautiful, however, the one I received was lacking leaves and looked old and worn out. I immediately Whatsapped them to be told I needed to open the tree up. I shared a picture to show it looked very different to be told I now needed to pay courier (again) as I needed to receive the item and now to return it.

It makes no sense, as if it was correctly advertised, I wouldn't be wanting or needing to return it, so why should I pay and be penalised for their false advertising error?

I told them how I felt over Whtasapp where they rep**** noted and I have heard nothing since. I have tried emailing and received no feedback. I did let them know if they do not reply I will have no choice but to take it further as being ignored is extremely unprofessional!

The after service is shocking and I'm quite surprised they are still operational if this is how they operate!!!