Worst Online Shopping Experience

Worst online shopping experience ever! Ordered a washing machine a month ago and apparently the courier damaged it so it was to be replaced. Up till now no further communication and their helpline doesn't assist at all. If they do pick up they will transfer you to someone who never picks up. I am always shopping online and this is the worst website. I want a full refund including shipping charges as nothing was delivered to me if my order is not delivered tomorrow the 10 November 2020.