Pathetic customer service and complaint resolution

Products are good IF you get them! Pathetic customer service - you send a query with photo evidence (including the courier holding the partial package) about an incomplete order and very realistic ways of settling the complaint (send remainder of package / refund either what wasn’t provided / or full return and refund). Customer rep obviously does not know product and says to “look inside” when you point out this is impossible and provide more evidence from their website - you get told you haven’t rep**** to the query (last in a chain of emails including your two email responses within 2 working days of delivery) and that your “query is solved and to re-email if there is a concern”. No reply to the reply email to the above, querying what is meant by solved. Now reclaiming money is being processed by the bank.