Sadly something gone very wrong with this company,...

Sadly something gone very wrong with this company, previously had phones from them with no bother, even warranty repairs turned around quick, but last order was for my 13 year old daughter who put all of her birthday money towards it. The phone arrived very late after delays, then after an hour the screen went off permanently, so returned it for refund, which we're still waiting for after many weeks (others here seem to be having similar experiences lately). No responses to emails, and notice now that there is no phone line to call. Tried the chat but no response there either, been waiting half an hour. Looks like a pre-action letter is due by snail mail, and then if no response will be small claims court, then possibly bailiffs.