Products advertised on social media

Express Den advertises products on Facebook. I ordered and paid for a product in November 2017 which was dispatched to me . After a while and not having received the product I queried the whereabouts of it. I corresponded with the Head of Customer service Ross Coleman. They sent a replacement product which was also never received and eventually agreed to refund the money. This was also never done and then they just stopped replying to any correspondence.