Failure to exchange defective goods

I ordered some goods from One Day Only. When they arrived, one of the goods were defective. I wrote to One Day Only requesting a that they provide me with a replacement, but have not received a response, except for an automated 'how did we do' email. I have followed up several times but have not heard a word from them.<br> <br> This is most frustrating as, being an online service, one cannot simply go to the store to return the goods.<br> <br> The order number is #191745.