Reluctant to refund

I purchase from Clicks online quite often. Fast delivery, etc. With my last online purchase, I ordered a few Christmas goodies. Including a few books. One of the readers fell apart. It wasnt a cheap tiny book either. I can't give it to someone as it gift. I notified Clicks, took them forever to assist. I'm am still waiting for an outcome on a refund or replacement. They do not respond to emails.