Business ProfileforPlay Music 123

I placed an order from playmusic123.com on Sept 2 (#*****). It was finally delivered on Sept 15, and I immediately determined that the product (a guitar amp) was dead on arrival, it had a faulty tube in the clean channel. I wrote to the store immediately clearly requesting a prepaid return label and a full refund, and CSR ************************* replied saying it would take them 1-3 business days to generate the label. The label eventually arrived on Sept 20. I sent the return on Sept 22 and on Sept 25 it was delivered to the return location (signed by D ********* ***** tracking: ************). Since then, playmusic123.com has been giving me the runaround and not issuing my refund. I reached out on Sept 29, 4 days after the return was delivered. ************************* replied several days later (Oct 2), somehow suggesting/pretending that I had asked for a replacement when I had clearly indicated that I wanted a refund. On Oct 2 she said the refund would take 5-7 business days. I reached out again on Oct 10, after 7 business days, and no refund. ************************* suggested then that she could see the refund pending and that it would arrive within 24-72hrs, or otherwise to let her know. On Oct 12, still not seeing any refunds, I wrote again to ************************* asking to manually process the refund, as she had suggested that she could do in her Oct 10 email. This is my last interaction with them, I received no reply and, obviously, no refund. It seems clear from this that playmusic123.com tries everything they can to avoid refunding customers after sending them faulty products. It has been a month and a half since my initial order. The shipping was glacially slow, all communication has been slow, and now they are trying to withhold the refund.