Bad service.

I am not happy with the service for an exchange of an item I ordered that has a default. Firstly I had to go to FB to message DX in order to help me on the website and still I struggled but eventually manage to send the a message with an attachment. They gave me an email to send a video of the product showing the default. Did and it was not successful they then gave me another e mail to send and mentioned something about the person responsible has resigned. I sent another email and after sometime asked them about it and they could not find it, Isend it again. My watch has another default now that I also advised them on and they want me to send them a video. I have not heard a single word about my refund being processed or anything and they asking me for another video. It's been almost 5 month still waiting. I am not happy with the service and I am really irrate now.