Pathetic after service

I reviewed an item and was offered a replacement but no guidance on what I need to do to obtain it. I write back and gave my reference no. 571077 but received a response of just thank you , no further assistance. When I tried posting another review on their site they did not allow the review and deleted it z I did not ask for a refund it was offered to me yet I’m just simply dismissed as if I’m a joke . Pathetic service !!