Day light ******* by pnp online

I bought washing powder that was on promotion, for R400 but I was charged extra R240 for Incase there's a substitute but was told the extra reserved money will be returned back to my acc should there be no substitute. 5dstd later I called pnp they gv me a ref no to give to my bank for a refund, my bank sent me back to pnp, today I called they told me a different story that the promotion did not apply because my order was not a delivery order as I collected at a nearby store, what ??? I'm not happy about how this has been handled and the rude consultant who dropped my call was salt to the wound. Pay back the money pnp