Poor Service and Damaged goods

I won a vitality reward voucher to the value of R250 which I decided to use on Yuppiechef to replace a cuppachino mug I have in Pink (chose the Yuppiechef reward especially to order this mug). I ordered the mug and had to go collect it however it was chipped when I received it. I then had to repackage it and send it back. after more than 20 emials back and forth, I was told I would be refunded and it was going to be processed on Wednesday. On Friday afternoon (48hrs after it was supposed to be processed) I was told unfortunately we cannot refund you only give you a voucher. HOWEVER, They do not have the color I need except the chipped one they sent me. (It was definitely chipped before sending as it was packaged VERY well in bubble wrap and plastic and boxed up x2). So now I sit with a R250 voucher which I don't want anything from yuppie chef as I can't even purchase anything with R250 as it it is expensive. How can you tell a customer the refund will be processed and only 48hrs later change your mind and be so completely "helpless" in sorting this out. POOR SERVICE and I don't want another voucher from you guys - I would have liked an UNDAMAGED ITEM or a refund. I will never shop with you guys again.