Unhappy client

I usually do my buying via pnp ASAP and this is my second experience where my bag was torn and items were missing. The first incident they refused to refund me only because I did not take a picture of the torn bag which I did not know I needed to do.. But this time I did and I have not even received a response from them after reporting it via their support line.... Absolutely pathetic service, I will rather take my business to checkers because pnp robs customers... I even bought an iron and it is ******* haven't gotten around to returning that yet but I am pretty sure nothing will get done..