the experiences with F&M is terrible. I spend 1000...

the experiences with F&M is terrible. I spend 1000 pound in total there. We choose international deliver. DHL delivered the package to our house. I found the tea set I spent more than 400 pound is cracked and broke. I am very much disappointed and request for a replacement but no one is replying any email. It has been a month still no reply.
Plus, when I was at Fortnum Mason to make this order, something goes wrong with their system so we didn't get our VAT back. The gentleman promised that I will get a call. But I didn't.