Review Pen scratch

I ordered last week Hugo boss pen from Penworld online ... I did not satisfied with that piece , I requested to replace it but the person named Ismail deal misbehaved and also cancel my another order by saying that pen was out of stock but still available at there website... Now Ismail don’t pick my phone and don’t reply my message, not replacing the scratched pen... Now I am stuck , I don’t want to use it as it is so expensive but with scratch... No one from franchise want to help as they said we are not in touch with online shopping... My experience was so worse....