Shoddy service from Web based retailers

I ordered a 17? Tv off of www.microdirect.co.uk

The unit that turned up was dusty & had deep scores on the screen, it was obviously second hand.

I have phoned customer service to be told by an apathetic service agent that they would have to collect the item & receive it back into the warehouse before they will dispatch a replacement unit despite the massive failings of the company he works for.

Im sick & tired of these companies hiding behind call centres & not taking responsibility for their failings. I have now invested a lot of time documenting the problems, re-packing kit & waiting on the phone? & what is the most I can expect from all of this effort ? Eventually a new 17? Tv exactly what I ordered in the first place !

Who can we as consumers turn to, to complain ?