Softening Hand Wash

I ordered this rather expensive (but worth it) soap. Upon arrival, it was completely destroyed inside the package and felt like mush. I tried to contact customer service for a replacement for this defective item that was sent to me and I was told it was a refill sent on accident. I then opened the product to which the entire bottle was cracked with sharp edges jutting out. I nearly cut my finger. The soap then spilt all over my desk in which I knew would happen if I opened the box, but the customer service rep informed me it was a wrong product (refill) and I wanted to make sure it was not. I've purchased this brand from many department stores, Nordstrom being the last I will purchase it from again. I understand that situations do occur in travel, but this seemed to be broken leaving the warehouse since the box it was shipped in was not completed destroyed. What irks me is the customer service rep could not even help me with the request for a refund on the spot, she had to send it through to a team "to be reviewed" even though I provided her with photos of the defective product. I now had to place a new order and have to wait for my refund to be returned.. a customer service team SHOULD be able to refund me for a defective item. That's what a customer service team is for! With so many options for department stores, Nordstrom should take a few tips from the others.