MONEY TAKEN NO GOODS POOR SERVICE

We have been ordering for a number of years now and have to say the service has been great.However we have just had our first problem!
They say you only find out how good customer service really is if you get a problem.
Our order was sent out to us in very poor packaging.it arrived in a plastic bag from the post office completely ruined(i sent the pictures to Viovet as instructed)
Was told it would be re-sent first class!
We then get an email saying it been sent 2nd class and would arrive in 3-5 days. I promptly called them and was told they could not help me as it was now with the royal mail so basically we would have to wait, to be fare we were offered a credit to our account,which still has not been applied.We are now over a week later and we have still not received our goods.I rang them last night to be told they would resend today on Fedex. Job done Not really!!!!! about an hour later we got an email saying could we check at the local sorting office as the system would not allow for the goods to be sent again until we have waited 10 days!
I emailed asking for a call to explain and got a response saying I would have to wait 10 days.BE WARNED VERY POOR SERVICE IF SOMETHING GOES WRONG,we have had to go out today and buy the products locally.