The beauty bag doesn’t have customer etiquette

Absolutely shocked at the service provided by this company and so disappointed. Spent quite a bit of money on two small products as well as a shipping fee to only receive the small products in a box ten times bigger than the actual product and just put in a bag. Due to this, the product obviously rolled around causing it to get damaged and leak. Once I realized this, I immediately phoned, sent a WhatsApp and logged a return on their website. I started talking to a lady on WhatsApp and she just seemed to never respond to my messages halfway through the day. I was then treated like this employees friend and not a customer. Eventually I had my partner phoning them to sort it out as I had reached the end of my wits. The employee told my partner the courier would come and fetch the products on Friday or Saturday (yesterday) and take it back and only then will they send me new products but I need to pay for the couriers even though this was a problem caused on their side??? Aside from the courier not arriving on the days the employee promised, it’s almost been a week of this nonsense. I haven’t gotten a response, email or phone call that they promised nor have I received my new products. I’m honestly extremely disappointed and shocked at the customer care / service / etiquette and will NEVER purchase from this company ever again. EVER!!!