Unprofessional and Poor service

I purchased 3 stools from the Weylandts store, the stools arrived in a dilapidated box. On inspection of the stools two of the three stools received were chipped on all four edges of the stools. I sent a return request to Weylandts via their website the very next day with pictures of the defective stools on 02 February 2023. I requested that the stools be returned and replaced with brand new stools.

Noting that the 10 days return policy was due to be expired I emailed the sale consultants that assisted me at the store of my request to return the stools and also sent the pictures. I received a response from the consultant indicating that the query has been sent to the customer service department and I should allow 48 hours for a response, this was on Tuesday 07th February 2023.

I received feedback a week later from the customer service department on 09 February 2023. The email informed me that the customer service department were looking into the query. So currently the stools are still in my possession with no indication on when the stools would be collected and brand new stools returned. As this is no fault of mine I am confused as to why the matter is being queried in the first place. This is completely unprofessional service and a complete inconvenience to me. I have the stools which I can not use and no way forward.