Company doesn't care to ever return emails

I flew with Flysafair and as you know you pay additional for luggage, just to receive my bag back in an unusable state, the handle that pulls out in order to pull your bag on the wheels was completely broken off (and the piece is missing) and the backside of the suitcase smashed in. After contacting the company, sending emails. Noone gets back to you. Surely if you pay for luggage a little bit of care could have been taken?