What was the condition of the package when you received it? Is there any chance the package was opened and then resealed before you received it? Sometimes a box is damaged in shipping and it is repackaged without any care given because the contents are not fragile. Also, were you able to forward a picture to customer service showing them what your shipment looked like? That always helps. I would follow up on my original email. The least they could do is offer you free shipping, or a percentage discount, on your next order to maintain good customer relations.