Rotten service, im dissapointed

I bought a play station as a gift to my kids for Christmas, they were so excited to no they got a ps4, however it was not it switching on, i had to send it back, we opened it on the 25th, on the 26th it was returned. Upon tracking the status they 1st said missing accessories, then the status changed and said the ps4 is working perfectly fine, and my return is rejected. I sent several emails as to where my ps4 was, i was told it takes 2 to 3 working days to get to me, which was last week Wednesday, so i decide let me to two days later to the place where i dropped it off, and they told me there was nothing there, now mo one is returning my mails, i have no idea were the ps4 is, not sure if i must pic up, or if uts being delivered, i was told there is no one i can call, it was tge saddest thong to see my son cry when i came home with nothing on Friday, i am fedup and flippen frustrated Aqeelah u were of no use to me, im lost now and i have no where to turn, its the 11th now, 17days have passed