Poor customer service from dunns

Bought a phone last year from them last year online the phone was delivered and i charged the phone it only charges to 93% not 100 % i emmidietly informed them by filling for a refund till date they havent come to pick up their faulty phone ...ive been reaching them via email they dont respond i also took the phone at Dunns physical store was told they cant book it in for repairs since i have an ongoing claim online...this really is unprofessional of them because i bought a phone from them with my money but i cant even use because its faulty.