No excuses for bad service and faulty returns

So I bought a oximeter from Red Chilli Deals on 30 June 2021.It was delivered on the 6th of July 2021 after testing it the LCD screen was faulty and on the same day as the delivery day I notified them and asked them for a exchange and not a refund. I emailed them and also sent them messages to them on Facebook messenger , the last email I received from them was on the 12th of July 2021 I had to send them pictures of the faulty oximeter and the invoice and everything has been done. Its going to be one month tomorrow with no feedback or anything. This was my first and last time buying from them as they are fast to take your money but when it comes to after sales they are pathetic! And these South African businesses wants to know why locals would rather support E bay and Amazon , its because they actually care about their customers.