Sorry to hear you had a bad experience.
Why don't you call them & get it sorted to completion? Good it's only a 0845 number (@ 4p/min?) & not one of those high-rate premium numbers.
I've ordered several times from Play over the years. One item got lost couple of years back & I opted for a refund (instead of replacement), which was credited back to my card in due course & in reasonable time. G