Pathetic poor service

I bought a customized laptop bag as a gift for my brother’s 50th birthday in August 2022. When the bag was delivered it was damaged (scuff marks caused by the bag straps) . I wrote to the to let them know about the damage as soon as I got it. I did not get any feedback from them for weeks until I decided to call and find out what was happening with my complaint. Only to be told that I need to use another number for complaints in order to be assisted. I then sent a whatsapp msg ti the number, a lady called me to find out what had happened and then arranged for pick up of the bag to be brought in and be polished again to reduce the appearance of the scuff marks. Weeks went by while the bag was with them and the lady kept in contact with me during this time as I also kept checking up on her. The bag was finally returned in October. Shortly after that I was traveling for 2 weeks and out of the country came bag and decided to check the bag only to find out that the scuff marks were still there and the bags was also missing the straps.I wrote back to the lady via WhatsApp to let her know about the missing straps and the still visible scuff marks in November. sent the pics as well. To date I have not received any feedback from them. I had bought this as a gift in August and 5 months later Im still holding on to it because is damaged and you can’t gift people with such. Having spent my hard earned money and being patient with you this is truly utter pathetic customer service from you. I would like to have my money refunded and you get your damaged bag and see what to do with is as it feels like im the only party willing to be patient and understanding in this situation!!!! You came highly recommended but I regret doing business with you. I want my money back! My order number is: 8717