Bad service and no shame whatsoever

I bought a MiBox S 4K Media Box on the 28 October 2022, it stopped working early December and it has 1 yr warranty so I took it back , they told me that the technicians are on holiday and I can only come and get it in January 2nd week, went back in the 3rd week in Jan and they told me that the person who us responsible for that side has stepped out and she will call me when it's ready for collection, waited for that phone call and my mother was by that side so she went and asked and now they have exchanged with a Mi stick in a torn up box, when I took back the Box and no one bothers to even send an apology about the exchange and the lateness of receiving this only a month later from when I was supposed to get it. Really am not satisfied with their service at this point giving me back my money would have been way better than me having to chase after them and receiving something I did not buy.