Worst experience ever

Almost a week ago I had returned a kettle while still under a valid warranty at a pickup point, I requested an exchange and was confident I’d have no problems receiving one. A small piece of the colouring of the kettle had chipped off and knowing it would only get worse with time from personal experience, I took advantage of the warranty it was still under. I was horrified to be notified that my request had been declined due to severe user damage, attached were photographs of a rather large crack in the glass and a half broken handle. This kind of damage could not have been caused in a closed box, securely packaged while driving my car at the normal speed limit for drop off. No customer service, I have been told that there is nothing that can be done and I have now been ghosted. No refund or exchange, no communication or help and I am left with a broken kettle that I paid good money for.