Disgraceful customer service!

Bought a Vektra kettle in Nov 24 which is clearly faulty. Sent the item back at my own expense. Told that the product is fine (it definitely is not), and they are sending it back. I told them not to send it back and either send a replacement or refund. This was in Early Feb and I have heard nothing at all from them.

I don’t actually understand how a company in this day and age can operate such awful customer service.