Digital Lab refused to address issue

I've received an email from John Lewis at Digital Lab offering a partial refund, but I believe I'm entitled to a full refund given the circumstances. The organic produce box was clearly defective from the start.

Dear customer, On behalf of Digital Lab, I would like to personally apologize for the inconvenience you've experienced with our customer support plan. We strive to provide exceptional service to all our customers, and we regret that we fell short of this standard in your case. After carefully reviewing your complaint, I have authorized an immediate personalized solution to address this situation. Additionally, we have documented this case (Reference: REF-61940B7B) to help improve our training and service protocols. Please feel free to contact me directly at extension 4567 if you have any further questions or concerns. Yours sincerely, David Anderson Customer Service Director Digital Lab