I purchased a phone from this company August 4th a...

I purchased a phone from this company August 4th and it arrived a few days later, no problems. When I got the phone immediately there was a problem where the phone would not charge, I contacted them immediately and was told to send the phone back and they would repair it. Due to being out of the country I sent this back later and it arrived with them on September 1st.

September 10th I had had no word of the situation and no tracking information was provided so I chased them with an email. On the 12th they told me that the phone would be fixed in 1-3 working days. By September 18th I had had no word again so I chased and was met with a general response. September 23rd I asked again and was told it was in the final stages of repair and testing. September 27th I was told my phone was repaired and that returns would contact me in 24 hours. October 3rd I received no word and had to chase again. I was told that my phone was STILL in repair despite being told otherwise. October 5th I was told my device was being shipped next day delivery. It arrived after the weekend on the 9th.

After being phoneless all of September it was a relief to finally have a phone again. I started it up all fine and then a couple seconds later blank. The phone would not power on and would get stuck in a boot loop everytime it was plugged in. I was told to once again send it back. As you can guess I was furious and asked for a refund which they told me they could not do as this exceeded their 14-day money back guarantee.

I spoke on the phone with them on the 11th October who told me they would send me a courtesy phone to use whilst the original handset was being sent back to them for the second time. She told me that the device would be dispatched next day. As of the 13th I have had no confirmation that this has been dispatched.

By this point, it is beyond a joke so I decided to seek legal advice today due to not being able to get hold of them. Despite them saying I have exceeded the 14-day money back guarantee I have been informed that legally I am still eligible for a refund under the Consumer Rights Act 2015 Section 9. Whilst this is limited to 30 day Section 22.6 states that this is paused upon the request of a repair.

I have emailed them due to not being able to get through on the phone today and now wait for their response to be able to get hold of my full refund.