Defective product received from online store, refusing a refund. Pathetic service.

I ordered a desk from Rochester online on the 18th Aug and the product was delivered to me on the 21st Aug. While assembling the desk over the weekend, I found the shelves are too big/ do not fit in the desk.

I alerted Rochester on the 25th Aug via website query - no response. I called the call center and received an update on the 27th stating I will be liable for a 15% handling fee and the delivery fee should the product be open. Obviously, I had to open the packaging to find out the product has a defect?

I explained that the product is defective; and asked for a replacement or refund. I was then asked to share photos of the product, which I did, I even sent a video demonstrating how neither of the shelves fitted. I was told that they cannot download videos... Further to this, I've since been ghosted to date. I'm now stuck with a defective product.

Absolutely disgusting service from Rochester, which is thought to be a reputable company. No one should support this business.