Unbelievable Fail in After Sales Service

We bought tiles (order 231036) on 24/10/2014. Then the unbelievable downhill saga started. First received tiles that were not packed properly (taped around, without markings, dirty) and were discovered to be several different colors. We called the branch several days / 5 times without answer - every time we were requested to leave a message for them to call back. Did not happen. We drove to the branch where the salesperson did not know anything about our case. Branch manager took over on our request. The wrong tiles were replaced but at the time of renovation (tiler putting them to wall) tiles were again noticed to be wrong. The whole reno was on standstill. Again no response by phone, we drove to the branch. We were sold warehouse leftovers (we paid for prime!) so no identical tiles were to get anywhere. Settled to take fill-in-mosaics instead of re-doing the whole bathroom. Again several calls and visit to actually get them. Remaining wrong tiles were picked up (and us requested to cover the costs which we declined) two weeks ago and we are still waiting the refund (now 24/02/2015) Must we again call/visit the branch to get this sorted as well? Looking forward headquarters answer