Dermstore shipped me a broken palette because they did not include any...

Dermstore shipped me a broken palette because they did not include any padding inside the package, just a tiny bit of brown paper. They shipped a replacement order which also arrived broken, because they still didn't add any padding. Now, they are requiring I send the item back in "pristine" condition and must wait for a refund. Customer services replies once per day, at a maximum, and I will never order from Dermstore again.