Bought a phone for my daughter. It had a fault so ...

Bought a phone for my daughter. It had a fault so they suggested I send it back. I did before Christmas. Cue many, many emails, and I am still waiting for the phone they said in writing that they would replace, and it is almost mid-February. Now won't do a refund. Appalling communications, illogical replies, no phone number, terrible service. Avoid at all costs.