Customer service needs some improvement with giving timely feedback but good service nonetheless

Initially the service was great as customer care contacted me prior to shipping my item to verify some things. However once the Ethernet adapter arrived it turned out to not work on my device, I contacted then via chat service on the website and was transferred to WhatsApp, after some back and forth and subpar responses or being left on read, I had to push for a resolution, they informed me my laptop needed a 3.0 USB adapter instead of the 2.0 I purchased. Then they called to agree to me shipping item back at own cost and partial refund (5% less) l, however after some time they opted to give me a voucher and for me to keep the item due to hefty shipping cost.

Although there was a moment where I lost hope the customer service agent Mohammed assisted me at the end and ensured an amicable solution was reached.