I ordered i13 airpods, it arrived with broken charging cable and left airpod very feint sound

I ordered i13 airpods, it arrived with broken charging cable and left airpod very feint sound. I contacted customer care, was told to send pics, did that then I begged for response, got response after courier came to collect parcel, no paperwork signed on collection, then response came with instructions and was told I should take refund, said I would love replacement was told no replacement, then next email apology about misinformation and said I could get replacement and since then no word from snatcher. Rather disappointed