Absolutely disgusted with how I have been treated ...

Absolutely disgusted with how I have been treated by this company. My order number is 164241. I ordered a phone in which the money was taken out straight away. It then did not turn up in the 5-7 working days they stated it would. When I queried this, they told me checks are made to ensure the phone is in fully working order. 100% a generic can't-be-arsed-to-actually-be-honest-with-customers response as the phone deteriorated to the point where it could not be used. I emailed and called several times and was just passed around until I eventually was told to return the phone. I followed the companies procedure and removed icloud and also did a full reset at their request which made me lose a few days of my backup because the phone stopped working before I could back up those few days. I waited a few days after this and they said that there was an icloud account and that they needed my EMAIL and PASSWORD. Considering I removed it BEFORE sending them the phone, I thought this was odd. I emailed them explaining that there should NOT be an iCloud attached to the phone, to which their response was 'we are processing a refund'. How bloody dodgy is that, trying to get into my stuff?? Also, I own a mac book which is linked to my phone and stated that I had facetimed one of my friends whilst the phone was in QMF care? Very odd and completely uncalled for. They asked me to wait 10-14 working days for my refund. I have emailed them this morning, on the 14th working day, (before 10:00am might I add and they are open til 4pm) to state that I have not received my refund and as its friday they have not responded and I will now have to wait until Monday for a response. I am utterly disgusted and partly blame myself as I did read the awful reviews before and geniunely thought that it wouldn't happen to me. AVOID AT ALL COSTS. Don't do what I did and focus on the positive reviews because I would not be surprised if they have paid someone off to write them rather than sort out their customer service.