POOR SERVICE

I ordered a Jawbone up 24 from Momentum online shop on the 3rd of September, when i received the product it had already been used. I immediately contacted them via email 11 September to notify them of the defect. on the 14th September they responded asking for further detail which i provided, on the 15th September they wanted the pick up location for the defective product. This was the last communication i received from them. I made several follow up calls but they kept on telling me the matter was escalated. I got so frustrated with the level of service i received that i requested a refund, which i still haven't received. Only on the 5th of October a replacement device was sent, even after i specifically requested a refund. This level of service is extremely unacceptable and am very unhappy. P.S I would still like my refund.