Unhappy Customer poor service and feedback quality

I have taken in my elegance portable aircon in on the 20/01/2021 my ref no is SR*** I've been calling and calling with the receptionist telling me she'll get feedback from the back area and call me back with the relevant quote I've been waiting it was 7 working days yesterday I was told it will take 3 days in order for me to get a quote in order for them to proceed with the work. Its now 7 days later its unacceptable and poor customer service to say the least. If they can't do the work they must refund my money of 300 that was paid when I booked in my unit so I can take business elsewhere.