Pathetic service turning to no service at all

Bought a G Pen Elite from them a week ago. Sent them an email on Monday informing them that I would like to return the item and get my money back, as plastic cover over digital display is loose and uneven. Cap over chamber pulls off extremely difficult, hence it is due to break in due course. Never received feedback. I have advised them that I will be lodging a complaint with the Goods and Services Ombudsmen, they then replied and asked for my banking details, which I've sent to them. But once again no further feedback / communication from them. Would not recommend them at all.....