Thermometer gun still not working and poor customer care service

Bought a Handheld temperature gun (non-contact infrared thermometer) brand: Andowl and it was faulty. Snatcher replaced it and the new unit has the same fault: temperature reading is inaccurate (displays 28 degrees C instead of 36). My order SNT69518. Received an email from customer care agent on 22 April stating they would collect and credit the item. 2 weeks later I am still waiting for Snatcher to collect.