The bad online shopping experience

I bought a cellphone pouch online in August and it looked like it has been used or damaged, I've phoned the Centurion store for an exchange and written several emails but no response is up to date. I'm not happy with the service and the goods that I've received.

I still want an exchange since the damaged bag is still in the delivery package awaiting collection. I'm not happy with my first online experience with this company