No service

This is the worst service I have ever received. I logged a return request and on the return request I requested that my item must be replaced not credited. I then received a mail saying that the item has been credited. This is not what I requested and now I am sitting with out the item I if i need to buy another I must pay extra in because the original item was bought on a black Friday specials price. I have tried emailing them and calling them and I have had no luck resolving this issue. I am very upset with the service from them. I don't understand why they have the option on the return form to be replaced if that is not the case