Unreliable and Inefficient

I ordered an oximeter from Loot. the oximeter wasn't working properly so I logged a return. they picked up the item on the 27/01/2021. they only received the item on the 01/02/2021. I Received an email saying that they will revert back to me in 3-5 working days. its longer than 3 to 5 days now and I haven't received any feedback from Loot as yet. I called the call center and all the customer service agent could tell me was its in processing. what the hell does that mean. he told me to email them. but they are so slow in responding to emails its disturbing and no one can give you a straight answer. if they cant get a replacement product they should just refund me and I can get it from somewhere else. In the last year I had a few bad experiences with Loot. Products are on the website for sale you place your order its in stock and than 1 week or 2 weeks later the item isn't available anymore.