bad online shopping service

I bought a mat and 2 candle holders...firstly all 3 items were damaged, was there not a quality check done? I returned all 3 items and requested the 2 candles be returned and only one came back. I returned the one because it just became an issue, they refunded the one candle and not the other. I have called thrice to sort the issue out and every time someone tells me they would call me back.

The first assistance I spoke to refuse to give her surname as I wish to lay a complaint. The second assistant was more helpful but no feedback, resulting in me calling again.