Bradlows online and customer service, escalating to Ombudsman

I have ordered a Skyworth TV last end of november online, I received it damaged and logged a complaint which was raised beginning of December just after I have received it, the TV has then eventually been collected on the 21st January 2026, since this day I have been phoning in for follow up about the TV and everytime was advised I would get a call I then received a new reference number but yet I have not received any calls backs as I have been told. I received a phone call this morning to advise that they will be delivering the TV, I told them I won't be at home however my aunty will be there. Later on I got a call to ask if I have received the TV as the driver advised he has delivered it, I asked them to call me back in 5mins as I wanted to confirm this with my aunt. It was then said that the driver took the TV with him because he had to collect the damage TV (which was already collected on the 21st January 2026) and provide me with the new TV, he then left with the TV again even after proof has been shown to him that it has already been collected. I was then phoned again to say that an exchange had to happen today as there has been a miscommunication between the store and supplier, I am now being charged for a TV I don't have which I received damaged, and no feedback as to how to go about as everytime I try to get in touch with you guys it's either I will get a call or I can't evens get through to them. How do I escalate this situation as it is causing me stress, anxiety and effecting my mental health. I honestly think this should be escalated to the Ombudsman because I am getting no where and they do not have the decency to follow up either.