Terrible customer service - broken glasses received

I bought 4 Palm coupe glasses online via the La Lucia Poetry store as they said it would ship quicker than if I do it to my house. Side note, it didn't, but that is not why I'm complaining. I am complaining about the way these glasses arrived. These Palm glasses have a pretty little feature on the stem with leaves and flowers looking parts that are attached. 2 out of the 4 glasses were broken. One had a leaf broken (that weirdly was not in the box) and the palm leaf was broke off on the other and was still in the box. I've emailed and phoned the customer care line twice, this week and last week. And nothing. The line rings and rings. When I phone the main switchboard group of Cape Union Mart (as they're all affiliated), they say they will send me to the main person to chat to and then the phone rings again and sends me back to the same lady multiple times. The most ironic part is the automatic lady that speaks talks about 19 years of great customer service...I hope they're not counting 2025.

I'm at a loss on what to do. It was a gift to a friend and I've had to give it to her broken!