Non existent customer service

My first complaint regarding the ASAP service was made via the Facebook messenger platform in April 2023 and I haven't received any feedback, on the 22nd of December 2023, I received a gift that consisted of confectionery and a santa chocolate figurine, in particular, which was broken, was handpicked by an employee who's responsible for packing the online shopping, who seems to have done so either maliciously or carelessly. A social media agent responded to my complaint on the 25th and asked for the order number amongst other details, bare in mind this was Christmas day hence I hadn't rep**** so on the 26th, the agent reminds me to reply, which I did although it had been another public holiday during the festive season. I didn't receive a response so I sent another text on 07/01/2024 but to no avail. Pick n Pay, what's happening to your customer service team? In my experience, it seems that once the payment leaves the bank account then customer service becomes non existent!