Received damaged goods

On 2 February 2022 I purchased a storage box online from Leroy Merlin, the box was delivered on the 5 February 2022. On 6 February I opened the storage box and discovered that it was dirty, It had thick sand and looked like it had been rained on (If there was an option to upload images I would gladly do so). I immediately sent an email with my complaint and someone by the name of Brenton responded asking whether I wanted an exchange or refund, I opted for an exchange. I didn't hear from them after that, so I sent a follow-up email on 9 February 2022, there was no response to my email so I sent another email on 14 February 2022 asking that if they cannot exchange the storage box then can they please process a refund. Brenton responded that the matter would be escalated for a refund and he requested a bank confirmation which I provided same day. I did not hear from them after that so I sent a follow-up email on 18 February 2022 and Brenton called me telling me that they have the storage box in stock and asking if do I not want to rather exchange (at this point I am shocked at the fact that its 4 days since I provided the bank confirmation letter, yet the refund was still not processed), I agreed to an exchange and asked how long it would take to receive the storage box and he said 3-5 working days. It is now a week later and I still have not heard from them. To say I am disappointed would be an understatement! At this point I want nothing to do with them, I just want my money back!