Definitely the worst service EVER

This has definitely the worst experience I've ever had with buying online. I bought a Christmas gift for a child so I did not want to open the wrapping as I wanted home to open it on Christmas day. Since it was opened it did not work. I immediately sent them a message informing them of the defect but I knew they would be closed as it was Christmas. I wanted until the next working day to which someone rep**** and said I will have to wait until the admin team open the 2nd week of Jan. But I should take a video and send which I did. I waited and nothing happened. After numerous messages the "admin" team sent me a message on the 31st of Jan to which I rep**** immediately. Today is the 6th of Feb and my reply was still not read, even after sending them 2 more messages. This is so frustrating as there is no other way of contacting them other than WhatsApp. I've tried sending emails to the address on the website but there too is no reply. There is no contact details to call and speak to someone. I've asked numerous times for a contact number so I can speak to someone but just get told I must be patient and wait for someone from "admin" to contact me. Really how long does it take or do they have that much queries that it take months to get through. I even tried explaining to them that this was for a child and imagine how must feel on Christmas day that his gift does not work. I promised to get it sorted soonest but this is the level of service I get from this company. I will NEVER EVER but anything from them again and would not recommend them to anyone but rather discourage them to use someone else. I've now eventually given up and will need to buy this child something else as a gift, but I will definitely not stop here. I will expose them in all social networks and will contact the media.