Homechoice not dealing with customer queries

I bought a stand mixer over 3 months from home choice in April. I only started to use the mixer in July. I paid it over 3 months. Late September the mixer cracked after only being used for 3 times. I returned the mixer in october and still I was not refunded or even phoned by homechoice. When I phone they tell me it's still under assessment, or we do not pick up your query it's not logged on the system. What the he'll. You quick to pho e even if you up ta date with payments. But you cannot keep your client happy. I am so disappointed. I want a full refund. I was forced to buy another one as homechoice could not go e me an answer. Poor poor service.