The Customer Service Black Hole: Damaged Item

I usually don't write negative reviews, but my recent online shopping experience was so atrocious that it felt like a public service announcement was necessary. I spent good money on a special item, only for it to arrive completely ruined. When I tried to resolve the issue, the company's silence was deafening. I felt compelled to reach out immediately after opening the box, but now, a week later, my fears have been confirmed:
I have reached out to support a week ago and no response. My merchandise was damaged badly during shipment with no refund or response.
This lack of basic accountability is why I demanded a conversation with their customer service team.
Customer: I need immediate help regarding order #R543. I sent an email seven days ago, and I have had zero communication about my damaged shipment.
CS Rep: I am so sorry to hear that your merchandise arrived damaged and that you experienced such a significant delay in our support response. If you have virtually any questions relating to exactly where and the way to utilize https://www.oeppeo.com/, you'll be able to e-mail us with our own webpage. That is absolutely unacceptable on our part. Can you describe the damage for me now?
Customer: It’s not just damaged, it’s unusable. The product is crushed. But honestly, the state of the item is secondary to the fact that I was completely ghosted by your support team for a full week! Do I need to initiate a credit card chargeback just to get someone’s attention?
CS Rep: Please, allow me to handle this for you right now. I have pulled up your order and I apologize again for the lack of follow-through. I am escalating this immediately. I can process a full refund right now, and we will send a prepaid label to retrieve the damaged item. You should see the refund notification within 24 hours.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.