Another unanswered buyer protection claim.

Level 1
Purchased a watch here for shipping and recieved a replica watch that isn’t even the same watch as from the listing...not what I purchased at all. I understand they don’t cover items that are prohibited but this is a completely different item. 10+ days with zero response about my immediately submitted buyer protection claim. Is this just what we are suppose to accept and expect?
Did you ever get your refund?