Bad bad service.

I am very disappointed with service received from Telkom Maponya Mall, I app**** for a router 24 months 10mbps uncapped router, on the 5th June 2024, but they did not have stock for the routers and was told to come collect on the following day, I sent my neighbour to fetch it on my behalf the following day she went and received the router, but the router did not want to connect, I sent her back to report the problem but they said they can't help help her because she is not the account holder so she was turned back, the following day I went there to explain my problem, and opted to cancel it since it was not working, the lady who was assisting me told me that they cannot take the router back in the store, they will need to send a technician to come and check the router, alternative numbers were given to the sales consultant for them to call since I am always at work, no call received, no technician came to my house to check the router, I have been sitting with it till today 10/08/2024, until I decided to take it back today and live it by the store, a cancelation form was filled for it to be canceled but my query was not priotised because it's still on a pending status, my problem is that according to TCF principles they were not followed, I came during the 5 day cooling period to cancel it but still it was not canceled, now I was made to sign a second cancellation form and was advised that I will be charged by the router, but I don't understand why because I never used the router and it never worked, I sent someone to fetch it and also took it back on my own so I do not know were the charge is coming from, because I came about six times to the store to report the same problem which was never solved, so will I also get the money I was using to go to the store and spend 2 hours everytime I get there, the manager advised me that cooling period only applies when you buy online or telephonically not face 2 face, but to my surprise, why is the cancellation form that I signed have the 5 day cooling period option, shouldn't that not be there since I am a face 2 face customer, and how is it possible that 5 day cooling period applies to online and telephone customers only and not face to face customer somewhere somehow TCF principles are not adhered too as a company, I am very disappointed by the service received, the manager was really not helpful Hleziphi Ximba, as a manager I expected help from her but she was not helpful, I was not that technician left notes to say they could not get hold of me but to my surprise I received an sms from telkom stating that my query was resolved, while nothing was resolved, when I ask Hleziphi about the resolved query she said telkom have their way of sending sms so I should not pay to much attention to the sms, but one thing I know is that when they say something is resolved it means the problem was checked and sorted but not according to Hleziphi, so I am very disappointed by her service as a manager I expected more than that from her as a customer, but she was rude had answers for everything and does not have good listening skills, because she kept on talking and never really listened to me.