incomplete item delivered

I purchased a clothing rail for my mom and the delivery was on time but the box didn't have all the parts to be assembled,meaning the clothing rail can't be used,i sent them an email after failing to reach them on the phone because their call center is busy(this happens woth many retailors)explaning that the item is missing parts and my mom will not be able to fill in that return form so the item can be taken back,i only got that automated email from them but no response from them as promised,my mom is frustrated because she can't use the clothing rail and she needs it and also she is anxious the matter will not be fixed thus we would have wasted money,i'm not complaining about the missing items because Homechoice promised that they will attend to any problem you come across concerning your purchase,but i am complaining about the fact that they are not leaving up to that promise.My account number is ***2