Karaca Refused to Replace the Broken Plate From My Order Despite Stock Availability

I bought something from Karaca with order number 74439443, and one of the plates came broken. I put in a request for a replacement, but I was told that they wouldn't be sending me the item. I saw on their website that the plate is still in stock. I'm really worried about the lack of action from them because all I want is to get the damaged item swapped out for one they have available. It seems like my request isn't getting the attention it deserves, even though this issue is pretty simple to fix. I really hope Karaca thinks about their choice again and sends the replacement plate soon. This situation has made me feel disappointed as a loyal customer.