PnP Online - refund never processed

I purchased wine online at the end of March and one of my bottles of wine was delivered broken. The driver assured me that I didn't need to do anything, the logistics manager would ensure my credit card would be refunded. I followed up for a few days and kept being told the system was down. There has never been a response to any of my emails and I eventually tired of always being placed on hold when I phoned and being passed around. So I just gave up and wrote the wine refund off. I have not purchased from PnP Online since. I hadn't thought of Hello Peter until now but am hoping that I may get a response from this platform. Besides the broken bottle of wine not being refunded or replaced, I was exceptionally happy with my purchase and online experience.