Very BAD non existing service

How is it possible that your web support is just not answering queries? I have phoned them on the 12th of January regarding a faulty item our business bought. It needs to be returned. It is a 26inch Raleigh Eclipse men's MTB - SKU 779933, order nr #***. I was told (very sarcastically) to take 4 pictures of the fault and send them to the web support e-mail address. There is a problem with the rear axil and the wheel buckles when you want to drive it. Not sure how to take a picture of that, but so I had them do it. This was sent on the 12th, together with the invoice. All I got back was an automatically generated e-mail to advise feedback takes longer than usual - blaming Covid of course (it's online - meaning, Covid does not really have an influence). This was an online order, delivery was done on the 21st of December. It was never driven because of the problem and put back in the box. It needs to be returned. Yesterday 17/1/2022 again I've sent an e-mail. Just to get the same automatic e-mail and still noting.... Can ANYONE please assist us with this problem? Thanks