I ordered a refurbished iphone for my 12 year old ...

I ordered a refurbished iphone for my 12 year old daughter. She is delighted with the product and I would recommend the company. That was about a month ago.
18 months later
I've since bought a few phones for nephews and nieces and the service has gone downhill.
You can see the ratings have gone from 4-3.3
Still waiting for a repayment ID 176942
They have not repaid me for a phone I've ordered 3 months ago, never arrived. Several excuses, several emails .
Have gone to Small claims court now.