Amazon - Multiple products delivered damaged

Bought box set of Jack Reacher books days ago to have it in time for Christmas. I’d set arrived damaged due to poor packaging. No way was it acceptable to give as a gift. Replacement ordered right away and later the * book box set arrives in a flimsy padded envelope smash and torn. A heavy box set of books should never be in a padded envelop. Books were completely smash up, bent, creased, and torn. So I contacted customer support again and was told I had to send proof pictures to customer service, as I was sending the photos the first CS person gave up and disconnected. The second person did the same thing after I explained my WiFi was slow. Third person finally got my return started but refused to push a refund till amazon received back the damaged product. So in the meantime of course the box set has sold out and I still have over $** tied up in limbo with Amazon AND now I don’t have a wanted Christmas present because of bad packaging policies twice over! I ended up having to give a sob story explaining my families lay offs from work and how my lack of funds makes the tied up money a big deal. I was finally told a refund would be pushed through to store credit with a $** promo credit but so far neither has happened. Unacceptable during a very rough Christmas for my family. Amazon is such an untrusting sad trillion dollar company