No after sale service and no returns of purchased items

I ordered a couple of things online, paid for expedited delivery as I need it before Christmas, they delivered, having packed marble objects on top of a glass type bowl which then broke during transit. I went online, requested a return on the item, got a reference number and a week later, no response. I emailed that same day, on that, also no response. I phoned them today, first consulted hung up the phone in my ear, the second consultant said I should send photos of the broken item and proceeded to provide me with a incorrect email address according to their website. I've messaged them on Facebook with no answer. It's impossible to get hold of anyone to assist,, now it's the 22nd of December and I have to go without this purchased gift and don't think I'll ever hear back from them. Don't ever buy online with Poetry stores,, there is absolute no after sale service!