Not satisfied with their customer service

Bought a bin online during lockdown, around June, got delivered on the 02/07. I then discovered that it had 2 dents. I immediately took pictures and sent them asking them to replace . It has been back and forth,emails and calls. Eventually they said a courier will collect since the supplier doesn't have the item anymore, they will refund. To date nothing has happened. They were supposed to collect on the 27/10.. Courier didn't come, sent an email, no response. Called and assisted by Linden who said he is going to escalate. Till now no communication from Loot.co.za.