Tissolli - Bad customer service. Lack of urgency to attend to queries.

I was disappointed with Tissolli dolphin pots. The quality isn't so great. I received them last week Thursday and I called the store on Friday (the following day) to come collect them. I have been calling and sending WhatsApp messages to these people for the entire week but for some reason they are failing to come collect the pots. I used Payflex and I was avoiding a second debit but unfortunately I will be debited because Tissolli is FAILING to collect these pots. I really don't know what is expected of me but I don't want these pots. I will wait for their response as they try to look good. But I do have all screenshots of the conversations and multiple calls I have made.