Very bad service

I bought a rooter for my wife in September. The rooter did not work and we had to take it back 5 times to have the settings changed. By the 2nd week in October we took it back for a refund and they said they have to see if it can be repaired. No one got back to us and my wife went back to them last week for her refund. My wife spoke to Rene who said they must 1st get it back from the technicians and she will phone her once they receive it. My wife has since left several messages which had not been returned. This service is unacceptable and pathetic.