Extremely bad service

I purchased 2 watches from watch republic, received it on the 21/12/2021.I logged a call via email for an exchange or refund as their policy is you need to log a refund within 3 days after receipt. I received a reply and it said they have high call volumes .I asked for response on the 23 /12 with a response that they will feedback immediately, no response. I asked again on the 29/12 saying the call have been logged and I will receive response within 24hrs.To date no response. This is extremely bad customer service. It would have been easier if they had a return or exchange process on their system where you do the purchase and not have to send an email as this prolong the service