Customer care does not understand my query!

Hi. I am unhappy and frustrated with one of your stores. I purchased a product, a magnetic laptop and phone holder. In the image on the product viewing it shows a metal image. When I received the product it was plastic and absolutely nothing like the product on the image. I sent it back and tried again, hoping that I will get the correct product then. I got the same plastic thing. I sent it back, requested a refund. I contacted customer care to find out if the store actually does stock the item they show on the images. I cannot reach the store directly. But it seems the person who is assisting me does not seem to understand what I am trying to ask. I have been battling for several weeks now with this product. The person who is assisting me over email keeps telling me that I must wait for the refund department. I got my refund. So I follow up to hear if she/he contacted the store to ask them my question. Response: "your refund was processed on this day". I KNOW I got a refund. I want to know if that store actually stock the item I want or if they just fool people!!!!!