Level Of Customer Service @ Grafunkt Is Horrendous

[retchlow 7]

here's my story:

i ordered a stash dask from them last year & it was delivered to my new place some time this year March. after the delivery guys left, i realised the table was very unstable (it was extremely wobbly). i found it unacceptable contacted the store people.

they said they will arrange for people to pick up the desk for me & offered me the following options:

1) one to one exchange - but the next shipment is only in May

2) store credit

i opted for 1) initially. a day or 2 later, i changed my mind & enquired with the store about the possibility of a refund but they said no. then i decided not to take up any options & left it to them to decide what form of compensation they'd like to offer. at the same time, i reminded them to quickly arrange for the desk to be collected back, as if they delayed this any longer, they will fault me should there be any surface damages done to the desk.

they took 2 long weeks to arrange for pick up of the desk from my house.

and up till today (which is 2 months from the day they took back the desk), i did not hear from them on what course of action they'll be taking for my case so i emailed to check if i'm still valid for store credit. they replied to say yes but they need to deduct 20% off because there were scratches on the table top.

RIDICULOUS.

in the first place, they were the ones who took their own sweet time to arrange for pick up of the desk from house. and now they are faulting me for causing surface damage to the desk & is penalising me for it.

what type of service standard is this?