Bad service

I bought shoes by them but the boxes are so damaged which I bought 2 months ago and now I want them to replace the damaged boxes that I got when I bought them. I send emails and they give you a ticket number and within 20 minutes after I receive the ticket number they send another email saying that the ticket is resolved and closed...

How can they say a ticket is resolved and closed when they have not done anything about it...

Maybe shoe city staff should reread the email send or get staff that can read