Replacing a damaged item & communication with customer

When I placed my order GBD828987 the communication was poor via the internet as
I had 3 pieces of my order damaged and I part missing and waited 15 days to get it sorted out, this didn't stop me placing 2 other orders GBD830382 which was supplied and I help fit up and was perfect & GBD837425 which has been promised for 6th April for my grandchildren.
However, the service I received was appalling, as it seems promises are made by the Products Support Team but are not kept when on the 12th March I reported damage I received a confirmation email saying action will be done in 24 hours on 16th March I chased this up and on the 17th I received an email asking for the photos to be sent but later that day I received confirmation that they had been found. In all I received about 15 emails, on the 20th March when the items were replaced still one item was damaged and still a part missing so in the end wrote a letter of complaint about the service I had received and on Monday 23rd I received a telephone call from a senior manager who said he agreed with my complain and that the the 2 items would be delivered on Wednesday 25th March, after waiting in all day and they didn't arrive I telephoned Head Office and was told they had not been sent out? You cannot imagine how annoyed I was!!! almost wanting my money back the the unit collected. It was finally delivered on 27th March ....15 days after it was first delivered. It seems to me when something goes wrong, the Product Service Team are unable to put it right because they are not getting backing by other departments.