Eros Group Avis 2

I bought a water dispenser from Eros, and the fridge part was not working from the very first day. When I contacted customer support the day after delivery, they asked me to bring the dispenser to them myself. I requested a home pickup, but they refused.
I got busy with work and reached out again after two weeks, but they didn’t reply. When I called again, they still refused to send someone. I have repeatedly asked them to arrange a pickup, and it’s been 10 days with no resolution.
I live about 30 minutes away and don’t have a car, so arranging transportation would cost me around AED 150—almost the cost of the dispenser itself. This is extremely inconvenient and unfair, especially since the product is under warranty and was delivered to my home.
I expected much better support for a faulty product.

Order number: 9920380676

Nakheel Mall: Confirmation lists different item vs what I ordered, looked like they played with the database while keeping the shop online.

They promise me a solution (same item as ordered to be delivered next day -or- upgrade to a different, available item with cost difference), I agree to either and they said they will reserve for delivery. Next day they call me again that both options are also not available anymore. Refund will take 20 working days.

Not sure what kind of service they are aiming at. :)