Terrible returns/refunds service

Cable5's returns and refunds service is terrible. I do not recommend this company at all because their returns process is frustrating and communication is very poor.

I ordered a cover for my Samsung S6 Lite Tablet but the pen slot on the cover is so big that the pen keeps falling out. I logged a return on 30 August 2021 for the item to be replaced with a different type of cover that will hold the pen better. It's been over a month and I still haven't received the replacement cover! Every week I WhatsApp them to ask for an update and they keep telling me it is in the process of being shipped and that I will receive a tracking number during the week. This has been going on for 3 weeks and today I was told the supplier is investigating the colour of the replacement order. Why does the colour need to be investigated if it was already in the process of being shipped?? They have been lying about the actual status of the order and it's been dragging on for months. At this point I just want a refund so that I can buy a cover from somewhere else.