Poor customer service

I bought a wifi Router and a keyboard in June. I struggled to get it working . I called Telkom as it came with a Telkom sim card. The consultant tried to assist me but we did not get it right. I then decided to send them back so I can buy a different one (as suggested by a consultant).I did a request for return , I then sent both items in one box. It was collected buy the courier on the first week of July. I waited for the response from take a lot .It took 2 weeks for them to respond , because I sent a follow up email . After that they asked if I still have items with me? Really????? The only thing with me is a sim card that I RICAD because I do not know that the router won't work. I am still waiting for my refund which is about R1500 for both items. This is unacceptable, poor service. The reason I'm using online shopping is to avoid going to malls where there's lots of people. I hope this will get your necessary attention .If the company wants to get hold of me , they should have all my details with them .my e-mail ad is (*** )