Poor service

I have purchased items,

1. I requested an exchange as the item was damaged, the came to collect it, the last communication they sent was when the item reached their warehouse, 2 weeks has passed and no communication was sent to inform me when are they delivering the exchanged item.

2. I want to request another exchange on a different item and their system doesn't allow me to. I sent emails and got automated response with the link to their website which doesn't allow me to log a request for an exchange. I called their contact number several times without success.