Disappointing service

I placed 2 orders on Saturday, 27th February. Part of my first order was a monster truck set which was out of stock. I selected an alternative which was never included. I logged a complaint via the app, and received a standard copy and paste response that they are experiencing a high influx of orders. I placed another order on the same day for another monster truck, which arrived broken and almost an hour late. It was shown to the driver and he said he can't take it back, we must log a complaint on the app, which I did, again. And again I received a response about high volumes and my issue regarding the damaged item was ignored. After responding to this and asking them to deal with the query at hand, I get told to log a query via the app. This is ridiculous. They are ignoring the fact that they provided a damaged product which needs to be replaced.