Lost baggage, then found but damaged

We landed in SA on a flight at 00h15 on 15 December 2017. We had 5 bags booked onto this flight, because for some weird reason, which we didn't agree with at all, we needed to book in one of our hand luggage bags at the airport in Abu Dhabi, on the Etihad flight. Upon us landing at the Jomo Kenyatta Airport in Nairobi, we were told to not collect our baggage, as it will be transferred from the Etihad flight, to the Kenya Airways flight. We went to two different counters, where the staff ensured us, by checking every bag's number, that they will be transferred. When we got to SA, we only collected the bag handed in as hand luggage at the Abu Dhabi airport, and the rest of our bags were missing (4 bags). We were sent to a counter where a gentleman by the name of Thulani completed a document with our details, and gave us a reference number as well as telephone numbers which we should use to follow up on our bags. And right here is where our nightmare of unfriendly staff members, snotty remarks and the worst don't-care attitude started. At 11h00 on the same day, 15 December 2017, I started phoning the numbers on this document. Spoke to a gentleman with the name Neyo, who claimed the bags have just landed, and we should have them later that day. He would however phone me back to confirm, and the bags would be delivered to us. At 13h02 I phoned him again. This time, the bags hadn't landed, but they were on a flight, and this flight was scheduled to land at 4pm. I phoned again at 17h26, spoke to Vula. The bags weren't on that flight, in fact, the bags hadn't been found yet, but he would phone me within 2 hours. At 19h32 I phoned again, spoke to a lady with the name Alec (if I heard correctly), who said the bags hadn't been found, but she can see 3 of the 4 bags are somewhere in Nairobi. Saturday 16 December, calls were made by me at 9h34, 12h07, 21h09 - still no bags. Sunday 17th's calls were made 12h02, and a miracle had happened - our bags were there. Only 3, but we were overjoyed. These were delivered to us at 15h00 on Sunday 17 December. 2 of the 3 bags are terribly cracked (hard case suitcases), and then my calls started to the Kenya Airways LPO Team with trying to find out what the procedure is for a damaged luggage claim, as well as where the last suitcase is. Monday 18 December a gentleman with the name Greg assured me the outstanding bag is due to land on flight KQ764. This didn't happen. Then I was promised they would "email their colleagues and return my call within an hour", which call I am still waiting for. Long story short - it is now Friday 22 December 2017. I have been treated so terribly, like I have never been treated before. I have been asked questions such as "what is in the bag mam, it will make it easier to find". Without thinking, I rep**** to this, "well it has clothes, shoes, toiletries....but why do you need to know this, shouldn't you be asking for a description of the suitcase in stead of the contents?". The reply to this was that it would help them identify our suitcase, and then....what color are the shoes, and what size are they. I was dumbstruck, and told the gentleman I would rather phone back later to speak to someone else. Yesterday, Thursday, I was told the following "mam, what exactly do you want me to do about your lost luggage?". I rep**** that I would love for somebody to actually assist me in finding the luggage they lost. Upon this, the guy asked me if I am initiating that HE lost the luggage. After deciding I couldn't take this rudeness and stinking attitude any longer, I found an online chat forum from their website. A friendly lady with the name Rolleen assisted me. She said the bag had been found, and would be put on the next flight, which was due to land on Friday morning at 00h15 - which is our same flight, just one week later. We received a call this morning (Friday 22nd), from the courier company again, saying the suitcase is with them. It is no longer locked, and we will only see if this suitcase has also been damaged. Still we have no answer on what the procedure is to claim for damaged luggage. Still, to this day, has anybody from the LPO Team returned any one of my phone calls or any emails sent regarding the issue. I have made 56 calls from my cell phone in total. My 3 emails regarding a procedure for damage luggage claim, has been read - I received the read receipts, but no reply. Photos and a write up of the issue have been attached in these emails.

Never in my life will I fly Kenya Airways again. Worst part is, the flight was very nice. The flight attendants were friendly, and the food was very tasty. But the don't care attitude afterwards from the ground staff is shocking, to say the least.