Faulty product and no customer care or service

I ordered and paid for a clothing rail on 20th July 2021. It was delivered on 27th July 2021. I left it in 'quarantine' for 3 days, and opened the package and tried to assemble it on 31st July 2021. I discovered that the footings had no holes to take the rail stands - the product is faulty and completely unusable. I sent a message and an email on 1st Aug 2021 and asked how to proceed. I got no response, so I sent another email today asking for a refund or preferable a working product. I have not heard anything from anyone to date. With this sort of lack of product quality control or service procedure I am not sure why anyone should use this service.