Bad Service

I placed an order for a special gift - a crystal decanter. When the gift finally got delivered, it was NOT securely packed, NOR did it have the gift card that I requested. It was a pure Miracle that it did not break. I did complain to them - once more a company that did not answer their phone., so after 3 emails a guy eventually answered and told me that I had to understand that due to the Covid-19. Really, will this now be the excuse for BAD service???????? Then I would suggest that you as a company get out of the online game. I would like to know what happened to the card and WHY it was not "wrapped" properly due to is fragile nature???? And then the guy tells me that - " all of our parcels are lovingly packaged with our Yuppiechef paper and a few extra goodies " REALLY???? The decanter was in a box which in turn was in another box - NOT secure at all - no bubble wrap etc. And they call it "lovingly packaged"?????????????