Broken ceramic pot & no one cares about my refund

I bought a ceramic planter online and upon delivery I opened the box and saw that it was broken. I immediately used the what'sapp service, sent pictures of the broken planter and was told a courier would come and get it. I've been waiting since the 30th of July. Ive also been promised a call back since I've been what'sapping the agents daily, but no one seems to care. There phones are apparently not working, I've emailed them and sent a message on Facebook. I don't know what else to do to get a refund. The planter is too heavy to take to a shop & I don't see the need to if I bought it online in the 1st place.