Faulty product delivery, inconsistent coms and bad customer service

the company delivered a faulty product, in this case a vitamin supplement that was unsealed and had capsules missing from the container. I contacted them via Facebook to see what could be done. Used that platform because I had had success in the past contacting their admin in this way. They have been very helpful in the past. However, this time they responded by arranging a collection date for a replacement of the product. However, on the day they did not arrive to collect and neither did they inform me of not arriving. I messaged them again via FB and received notification asking for my account particulars and email address. They sent me an email to say that the collection had been cancelled.