Broken item and poor customer service!

Great online platform and product range. Bought from them multiple times. My last order I received a broken product. Item poorly packaged in secondary packaging. First time I had to make contact with customer service. Nightmare as the phone just rings after multiple calls which eventually just cut off. I doubt if phone calls work at all. Email is just as bad with no proper feedback, just standard template on response and no reply on my further queries. Logged a product return form, and now the big wait again. Seems like they are eager to take your money and then make it very difficult to return or get your money back!!!!