Crabtree & Evelyn LTD.

I have ordered of hand lotion product via Crabtree & Evelyn's website only to receive of the product that I have paid over $forWhen I have contacted their customer service department, I was blatantly accused of attempting to score a free product with the reason being that their warehouse shipped a large box weighing 12lbswhich has been signed for at receipt
I have contacted their customer service team in good faith that someone will be able to help me with the missing merchandise but JOAN T*** has been extremely unhelpful with the matter putting the *** signage as their proof of righteousnessHowever, 1) it's really rare that I have to open up a *** box to check the content before I sign it when it's been ordered to my company and received at the shipping & receiving department / 2) what good is 12lb record on *** when ONE lotion had been shipped with abnormally enormous box with massive amount of shipping fillers?
As I also have been part of a company that runs primarily on eCommerce, I try to be as understanding as possible when it comes to contacting customer service in regards to any online purchases I make, but JOAN T*** has been extremely rude and unhelpful from the very beginning and REFUSED MY REQUEST to speak to her supervisor claiming that she is the manager of the departmentI didn't know C&E was such a small company that puts managers on the front line of customer service phone lines?
Because the merchandise purchased were for holiday gift, I made a trip to a local C&E store to make a similar purchase since I am guaranteed that I will get the merchandise I paid forIt's still extremely uncomfortable knowing that a large corporation like C&E hires such inexperienced and unprofessional individual like JOAN T***