Charlotte Tilbury Sent My Order In Damaged Packaging and Refuses to Replace It

Dealing with Charlotte Tilbury has been a pure disaster. My order arrived in a soaking damp and utterly destroyed packaging. Customer support confirmed that a replacement was ready; I followed all the guidelines for a return and replacement. Shock, surprise—after they got my return—they started claiming the item was out of stock. Good, at least I would have my return. But few weeks later? Nobody. To be honest, they seem to simply hang onto people's money as long as they can. Do their finances show cash flow problems? Are they on their way to bust? Not sure, but right now I'm thinking of asking Trading Standards and submitting a case to my bank. Worst business I have ever dealt with!