Never ever never ever rely solely on email to get refunded on damaged goods and shipping.
Write them a letter (that is snailmail) , call them and make sure you get at least a couple of names (contact persons) to people who are aware of the problem.
Then start logging those calls and letters ; Make sure you have copies of all letters and emails you sended and ALWAYS ask for confirmation if the letter and emails were arrived successfully. Make lots of pictures of the package and fax them all. Always ask for confirmation regarding faxes as well.
Then , make agreements. Offer just a LITTLE compensation on your side (they are the company there , you are just one person); for instance : pay for shipping & handling once more.
If they still not agree , then tell them you will notify consumer representatives and/or maybe the police for that matter. Make sure you already have a contact person there and tell them the name of him/her.
Make sure you read all their disclaimers , warranties and absolutely make sure if they somewhere offered them to you (FREELY!) in all those rules. Follow procedures in there and tell them you have followed all procedures.
You're mad at them , it's of absolutely no use to get mad at them back , since it will not even begin with getting your money back.
Last resorts :
If they make promises ; For instance : " I will call you back in ten minutes" or "I will call you tomorrow at 5 pm". Make sure that YOU call them EXACTLY in 11 minutes or 5:01pm and kindly ask them if they have forgotten their promise (do not make them angry , just kindly ask them). Keep this up for about 20 times and most likely they will come to some agreement just to get you off their backs
Tell them this was a test shipment for (insert big firm where you yourself or some relative of you works) and that they are "disappointed'
Get companies people private home numbers , call them up and whine. (I do not recommend this !).