Lack of update/communication

I bought a phone online, 2 or 3 weeks after receiving the phone it could not read SIM card. Bought a new SIM thinking mine is probably old, problem remained. After texting with online help, the consultant advised to book a return and gave me email address to process this. Long story short, device was collected, 12 days after collection and no feedback. Upon collection i immediately asked for them to confirm receipt but nothing. After calling and emailing to find out next steps, till today no feedback. Whenever i call i am told Mr X will contact me.

I am rather disappointed by level of not communicating and giving update. I am without a phone, no update and my money is still with them.