Damaged Order

I am so disappointed with the service I received regarding my recent online order O***. I received my item and it was damaged. I reported the issue last Friday as soon as I got the order and sent the requested photos, but despite multiple follow ups, I have received no feedback. I was given different stories by different consultants and today I was told nothing was even escalated to the warehouse. The mug was also poorly packaged with no bubble wrap, which likely caused the damage. I have already placed a new order and hope it will be packaged properly this time.(O***) Calling customer care has not helped so I hope this message reaches the right department.