Broken carrier and bad service

I am a regular weekly shopper at Absolute Pets stores to get my cats food. For the first time I used the online store to purchase a cat carrier from them on 2 December as it was on a good price. The carrier finally arrived yesterday 9 December. Firstly the box was in a terrible condition and not even taped properly. When I got home from work I opened the box and saw the carrier had clips that were broken. I immediately tried to call and got the message to say that it was after office hours. So I looked at how else to contact them and saw the whatsapp line, and sent a message. I got a reply that someone would call me back and a message to say that a note was sent to the dispatch team and I will get feedback. At 1030 today, 10 December I called as I had heard nothing. Then going from one department to the next finally get to an operator who says she will call me back as she needs to speak to the manager. She phoned back about 20 minutes later to say they will arrange a collection and get a new carrier dispatched as I need this before 20 December. Well at 1520 I phone back because I have heard nothing and got no way of knowing what is happening. Well I speak to the manager only to be told she does not see anything on the system. Well she takes my details and says she will investigate and get back to me. It is now 1641 and I still have not heard from anyone at Absolute Pets.

I am so upset and think this is absolutely pathetic service from a company to get.

I would appreciate it if someone could get back to me and sort out this broken carrier and make sure I get it by 20 December.