Faulty watch, no help!!! :(

I bought a watch online last week. I discovered that it was faulty/damaged. I went online to request for a new one and they only had an option for monetary refunds. I called for assistance and the said someone is going to come and collect the damaged one, they will call to confirm the time. I waited whole day no one called. For the past week i have been calling every day and they kept saying the same thing but no one called. Today i called and they said their operations manager is going to do a follow up and ensure that someone collects the faulty watch but still no one came....no one called!!!