Bad service from Momentum Multiply

On 10 June 2020 I placed an order for, Bosch PBH 2100 RE Pneumatic Hammer Drill, Black+Decker 12V Cordless Drill Driver Kit and 4aKid MiteFree laundry liquid. This was all during heavy lockdown so I knew it was gonna take a while.

A couple weeks in, surprisingly quicker than what I was expecting, I received the delivery, in it was only the laundry liquid. I contacted multiply, I give them an updated email address with which to update their records with. The sales person says they have one of the drillz that is available but there's a delay with the second and asked if they can send the one they have in the meantime. I said no I'll wait until they have both. Weeks ago by no update from multiply.. Needless today I've contacted them multiple times, not once did I receive a call or email from them. Eventually after I contacted them again, the sales person says there was a delay with the supplier but my items will be delivered shortly. So now I'm assuming whatever the issue was is now sorted. To my surprise, it was not and some more weeks went by, in fact by this time it's months that has gone by. During this time I've made use of their whataspp services and someone on their just keeps saying they'll get back to me. I eventually ask them to send the drill they have available. I received it, I open it and it's not sealed and the carry box the drill set is in, is cracked and broken.

I log onto the multiply online site and log a return request. I ask for the item to be collected and replaced. This was done on 9 September 2020. The notification on the return request online states pending approval. Today is the 22 September 2020 and the status still reflects pending approval. Needless say I have contacted them during this time and again the someone will get back to you message is said to me.

At this point I just want them to collect this item not even to replace it, I want a refund and not in credit. I am beyond annoyed and disappointed with the lack of decent service from Momentum Multiply.