Very Poor customer service

I booked accommodation in Reading UK , paid my money to Booking.com and deposit to rental agent . When we arrived at the accommodation it was in a shocking state . Toilet in main bathroom was leaking all over floor , shower tied with cable ties , 2nd toilet door was broken and could not close .. it was unliveable . I called the agent who agreed and said we should get a full refund . I then phone booking.com call certre and explain the situation . Agreed to the refund and so we had to find alternate accommodation at our cost while the refund was been processed. Besides all the inconvenience it is now a month later and I haven’t received my refund . This is after numerous calls , e mails messages etc . There customer service is shocking 😳. If all goes well with booking it’s fine but beware when some thing goes wrong . Very frustrating and disappointing experience.