Despicable service from S A Ladder with regard to refund

It is apparent from earlier reviews that it is a policy of this company not to refund clients for goods returned that were found to be faulty. On the 27th of March 2018 my company returned a ladder, which was rusty and scratched to Louise at their Cape Town depot. I was assured by Louise that she had passed on the request to Natersea in Johannesburg head office. On contacting Natersea on a number of occasions I was advised that she was waiting for the director to authorise the refund. Having written an email to the financial controller Shirley she advised that she would forward to the director. I have written to both directors Darren Duncan and Jonathan Duncan but have not had the courtesy of a reply as of today's date 2nd August 2018. I am writing this review in the hope that people reading it are aware of the pitfalls in dealing with such a company as S A Ladder.