Pathetic quility of goods

I purchased a customised biltong cutter from Netflorist. The craftmanship is horrible. The wood is splintered and chipped. I contacted Netflorist the same day of delivery (7 days ago) and I tried to contact them telefonically. They are not responding to my emails and the call centre is too busy to take the call. I want a refund but I am not sure if they will ever contact me with regards to my complaint.