Worst customer service I have ever experienced

If I could give no stars here it would be more appropriate. On 26 Sept I ordered a coffee table online. It arrived a little over a week later, scratched, and missing some of the washers needed to assemble it. On 4 October, I mailed asking to return it. No reply.

A week later I called the Mr Price helpline. The lady assured me it would have to be refunded and gave me a reference number. I mailed again on Oct 12 with the reference number. No reply.

I resorted to FB and Twitter. No reply. I commented on a paid campaign on Instagram and finally got a reply. The social media person (who apparently is the only one servicing customer queries in the entire organisation) took my details and order number. That was Monday. No comms since then.

I've now mailed and commented again on Instagram. I figure it's futile though. When you have millions of customers who cares if one is dissatisfied right?