Lufthansa bad service

My wife and I travelled with Lufthansa from London to Johannesburg via Frankfurt in December 2017. Our bags were not loaded onto our connecting flight and we were without them for more than a day. Great inconvenience. When we eventually got our luggage the one bag was destroyed. We have put a claim in and had no response from Lufthansa. We have emailed to inquire and yet again no response. Is this bad service the norm?