Business ProfileforLuxscent Collection

I would like to file a formal complaint against AROMA360. I bought the DaVinci360 scent diffuser and paid $289.26. However, I received a defective item. One of the two keys was broken and even if I use the other key, the scent compartment door would not open. I even sent them a video of myself attempting to open the compartment door to prove that the door wont open. They sent me a return label to send it back. After inspection, I received a text message that the replacement request was approved by management after QA inspection. I secretly marked the item to make sure I dont get the same one. When I got the replacement, I had the same problem and when I checked, I got the same item I returned. One of the keys was broken too. I decided not to buy it anymore and I was offered to replace with one of their newest item not yet in the market. I agreed atfirst but later on decided not to proceed since it covers less sq. footage for the same price and I lost confidence in the durability of their products. I was provided a return label again and the received the item last Feb. 29th at 12:02p.m. When I called to follow up I was told I should get it by March 8th at the latest. A few minutes after, I got a call and was told to give them a positive feedback now since he is now showing that the refund has posted. Of course that wasnt true! On March 13th, I called to follow up. I was told to be patient cause they are working on waiving the re-stocking fee. That tells me they havent really processed the refund. When I asked why would they charge me after sending me a defective item twice. He said their notes show that I broke the item because there was nothing wrong with the item they sent. Now theyre accusing me of breaking the item. How hard is it to turn a key!! I asked that those notes be emailed to me and he refused saying they dont send out documentations. Then he said hes hanging up to take another call even if I was still talking. I need a full refund. PLS. HELP!!