No communication

I received a broken item on the 27th of November and immediatly reported it. Was asked to whatsapp photos and relevant info which I did. With no reply after 3 days, enquired and asked to e-mail said photos. Now 15+ emails, whatsapps, complaint from site and facebook message, still no satisfactory reply. They acknowledge receipt and then nothing. So much for "agent will reply in 24 hours."