Non existent customer care

I placed an orderbwhich was delivered on the 3rd December. On arrival i noticed one of the items ordered wasnt included. Part of my order included 2 salad bowls. I received 2 salad bowls and an additional shattered bowl. They seem to have replaced the shattered one in my order and still included the broken item in my order. I called customer care to inquire about the missing item and was told it was most likely left tout because the total item count had reached its limit when they included the shattered bowl. I was told the short delivered item would be delivered as soon as the shattered bowl was retrieved. I booked a return and instead they didnt collect the bowl and instead delivered another. I've been trying to get feedback on when I will receive the item that was short delivered, however 6 days later no one is able to give me an update. I get told its being investigated. This is a Christmas gift for my father in law and the service level this time of the year is shocking