One day only pathetic service

I bought an iron stone from them in June. An iron that normally goes for between R1500 to R2000 on special for R1000. On November 14 I logged a return. The iron was not performing the way it should. There was hardly any steam and after ironing over a spot multiple times my clothes still looked crease. Now when you log a return on the site they asked for photos which I provided. Then came the endless emails requesting more and more pictures and information before finally on the 22nd it was collected. Now. I have been using an iron for the last 25 or so years. Atleast once a month I do the self clean. I have never had any issue before. On the chain of emails he asked me whether I did a descale. Although I had previously multiple times I did so again before I sent through the product. On the 28th of November they send me an email saying the fault was mine and the product hadn't been descaled and had a blockage and so I couldn't be refunded and that the product will be returned to me. Today is the 4th of December I have had no contact from them other than the agent sending me a mail to ask me to please change my review although I wasn't happy as a client. No feedback after. No refund. No product. One day only is really pathetic. My advice to others is too not buy expensive electronic products from them because their customer service is pathetic and their turn around times for service is even worse.