Bad service from Rochester and Simon the manager

Mid September this year they bought few items for me from Rochester in Polokwane, not not knowing the exact measurement of the rooms bigger items were bought ,now the issue is that those items can’t fit in the rooms and I needed to exchange them for smaller item but I have been send from send Pilar to post. I collected the items from one of their warehouse in JHB and when I need exchange the item I’m being told to return the item to Polokwane for exchange Secondly, they requested that I send them photos of the items to be returned and they will respond within 48hours but It has been 4 days with no response or communication from them When I call I can’t get hold of Simon who is the manager of the store and its the same person that promised to get back within 48 hours after requesting the photos Please help