Bad Service on exchanges and Refunds

I have been ordering from Snatcher for a long time and many orders, I have never had an issue until now.

I have a broken watch that was delivered and I brought this to their attention on the 13th December already to which I was told it would be replaced, to date I have had absolutely no feedback on when this watch will be delivered, my other emails were answered regarding dispatch on another order but my replacement and refund emails are being ignored, my online messages are ignored with the online chat Wade and one cannot call them anymore.

I am actually very disappointed that they can't do something as simple as replace an item, it's as quick as sending the courier to collect the damaged item and replace with a new one. My refund was due to them being out of stock on an item, they emailed me on the 6th December asking if I'd like a refund to which I responded on the 8th agreeing and sent my bank confirmation letter, on the 11th I was told my details have been forwarded to the accounts department for refund, to date I have not been refunded.

I am livid that no matter how many times I request feedback I am ignored