Shocking service from untrained staff

Pity there is no zero! I bought a mobile router online which was delivered to my office. I was not able to activate either the router or the sim card. On calling the customer care line, they told me to put the card in my cell phone to activate - it's a data card! In the meantime I sent emails with my issue and eventually told them I wish to return it. After numerous calls and untrained people just passing me around the call centre I was told to come in and Rica the card - In big bold letters it states NO RICA REQUIRED on my invoice as I am an existing client. I eventually got through to someone to arrange collection of the router and it is now two weeks later and it had not been collected. Last night I sent yet another mail, received a call from yet another untrained person who wanted to pass me on again. I am at my wits end. I just want my money back