Poor service

Its my second time reporting lewis store i bought staff before and they delay to bring my staff,today i claim insurance on their fridge the one was deliver in my place with out box to protect it when i move out with the fridge it was broken by the side glass of the fridge i claim this insurance since last month till today my claim is not attended i don't know what to say now even when the apologies u don't feel their apologies i don't think i will buy again from them to avoid poor service