Poor Customer Service for Exchange

I purchased an air wrap back in 2022 from the UK, and began an exchange in October/November for a refurbished US one. I've been calling every 2-3 days for an update / to move the process forward, and I have still yet to receive the air wrap. At one point, a customer service rep even told me to go to the physical store to do the exchange, and when I lugged my air wrap an hour to the store, they told me that this is impossible to do in person/they didn't even have a refurbished air wrap in the store.

Finally, I was able to get a UK invoice emailed to me, and sent it to the US team, they sent me a shipping label, and I sent in my air wrap. I then didn’t hear anything for 1.5 months, so I called customer service. They told me that they received my air wrap in their warehouse back in early December, said they’d issue an order for the exchange, and that I should receive the tracking number in 48-72 hours. I never did, and called in 3 days later, and they told me the same thing. This has been a recurring cycle since mid-January - I’ve been calling every 2-3 days since.

Every time I call, they tell me there's an error in the system for my order, and just create me a new order. Then the order fails, and I have to call back every 2 days. When I ask them to look into the error and why the order keeps failing, they tell me that it's in a different system and they can't see it.

At this point, I'm so incredibly frustrated at the customer service system. Can someone please help me and let me know why the exchange order keeps failing and fix it? And if this is not possible, can I please just give me a refund? I haven't had my air wrap for almost 3 months at this point.

I don’t know if the error is because of a new address that this is being sent to (because I moved from Connecticut to New York).

Any help would be appreciated. I can provide a case number and an order number. I’m completely at a loss here.