How awful could service really be

When they describe a product to you they make it seem like it is great. I have had this product and reported it that I was not happy with the bad quality. They gave me a reference number and promised to call me back so we can either cancel or rectify the problem I have not heard anything. I have tried calling them, there is no answer, i have sent emails, there is no response. How does one escalate this matter further? because this is ridiculous.