Poor service

I bought two products from Puritech with one on backorder back in September 2023. When I went to collect the one available item it was already open and half the filter media gone. Only upon my request did they comment that they will source an additional closed bag. They also still havent got stock of the other item and I have been trying to get my money back since then. Their sales representative periodically responds to my request with yes we will refund but then nothing happens.