Pouring cold water

I bought a replacement screen / digitiser for my phone, i.e. Samsung Galaxy A53, in May this year, and it was costing R1752, order number 273457. It was delivered in about two weeks after. I also installed it on my phone at the end of the 2nd week from delivery, since I had a breakdown at work, and that was the time I managed to make. After installing the new screen on my phone, I turned the phone, only to find that the screen is somewhat damaged (it had a green light right across the screen, from to bottom). I logged a request on the Snatcher online platform for an exchange, but they've never responded, and it's more than a week. The number they have on that platform is not getting through. I just feel somebody is not doing their work, or the business itself is ignoring my request.