Some places should not be doing online orders

I ordered items online, payed for delivery, 2 of the 3 items were broken, would not provide me with replacements and now I'm struggling to get a refund, one agent said I'd get refunded for the delivery other one does not. It's been 3 weeks and I don't have the items I wanted nor do I have my money. Their WhatsApp, call center, emails get no response. The chat function replies some times.