Most Pathetic Service ever

So we order the buy one get one free Luella bag.not knowing that the free bag is a total reject.the bags accessories where missing and the strap was broken.when calling the call centre and speaking to an agent Jazmin who refused to listen even speaking over me and when I questioned the behaviour she answered" so you asking me questions and I'm asking" requested to speak to a manager to avoid myself from exploding as this was a gift for someone.only for her to refuse to call the manager to the phone.the manager eventually comes after approximately 20mins if back and forth. She promises a call back and to my surprise doesnt call back.i called back at 4:30 and what a disappointment that I got through to this I'll mannered consultant Jazmin. Who then again refuses to put the manager on the line after I told her the manager promised to call back and she failed to. She then asks for details to share with the manager to be able to know which complaint it is of which I give her and tell her that I even spoke to her early and her response is "I spoke to over 130 customers I don't remember you" these calls are recorded and I won't stop writing reviews until I'm called by the managers "Cathy's' manager who was also apparently unavailable when I asked for. Recieving reject items and then not even trying to resolve this it's pathetic