Bad delivery and customer service after delivery - broken items

As much as we love Leroy Merlin and use it for personal and business purposes, their delivery and customer services are not up to standard like it used to be when they opened. Twice now we have had broken baths and basins delivered and it took more than one effort to get ones delivered again in good order. Now we have purchased a large number of tiles from them (Boksburg branch), tile cement, etc. They advised it is best that they deliver it; if the tiles break, they will replace it. A week later and we are still waiting for the replacement of the broken tiles and the project is running behind. The communication gap between the delivery company and call centre seems to have gaps and asking for a manager to call is also ignored. Their suggestion - bring the tiles back yourself and it will be quicker. We are working hence the request for delivery and also, will Leroy Merlin refund our delivery fee??!! This is terrible customer service (on more than one occasion) and although we loved this store for business and personal use, I am not sure they are reliable any longer.