LITBOX return refused?

I am very unhappy about a case with TELKOM.

I bought a Litbox and it doesn't work properly: very slow. No preloaded DSTV or Youtube as advertised. After installing it myself, Youtube is slow and it stucks and freezes. DSTV doesn't login and asks for some code! Apps keep freezing. We have never used the box as it doesn't work like it should.

Yesterday I went to a TELKOM store to return it. The manager was not there to assist, so they took my details and said they will give me call the next day.

Today I received a SMS saying I will not be getting a refund nor another device? Please assist me explaining how you cab refuse this?