I had received a defective item, the edges of the lap desk I got are chipped and worn out

I had received a defective item, the edges of the lap desk I got are chipped and worn out. I have been following up with your returns department, Ruth (Customer Support Agent) has only rep**** to my email asking if I I would need a replacement or a refund of which I had indicated that I would prefer a replacement. No communication has been made since and I have done numerous follow ups already.