Surfdome - Worst costumer service

Email that resume my experience with them:
"Hello, 
Regarding your e-mail I must inform you that I already received the parcel yesterday. So you don't need to make the total refund. 
But, as a costumer, I cannot accept the way this situation was handled. I'm so disappointed and I will not make another purchase in your store again.
First I should receive the order on 4th of March, and I only received yesterday, 15th of March. And I never had any tracking number to check the progress of the parcel. I only had access to the tracking number after the email I sent.
Second I ask three different times to stop the shipment and return back to you, to cancel the order and proceed to the total refund. But I was ignore the three times I asked.
Third I always received your reply to my emails 2 or 3 days after I sent.
Fourth the parcel I received was in horrible condition. You can confirm in the photos below. (Photos of the parcel total damaged)
Regarding this I inform you lost a costumer."

Surfdome reply to me:

"Hello,
Thank you for your email.
So sorry that you had to receive that! 
Unfortunately, while rare, sometimes boxes can get damaged while in transit but I really am sorry for the mess. 
If you need anything else, please do not hesitate to contact us.
Kind Regards"

I think these emails resumes the total lack of respect to their costumers.