Small Victoria Suede Tote

Let me preface by saying that I own this bag. I ordered it directly from Victoria Beckham's site. I love it, it's stunning, fabulous work and travel bag. The suede is rugged and has worn in well. I ordered 2 more of this bag from Nordstrom to give as gifts. First off, only one of the bags arrived. I am still missing the second bag and the refund. The bag that did arrive came in such a disappointing state. It was in a plastic bag, shoved in a shipping box. No presentation, no original VB box or dust bag. It was smooshed with the handles folded. I returned the one back I did receive and I'm still battling customer service on the second bag that was not in the box. I physically returned it do a Nordstrom store, the clerk was horrified that a luxury bag was shipped in this condition. She escalated to store management that the second bag did not arrive at all. They have promised a refund, but this was over a week ago and I have seen nothing to that effect. Frustrating, disappointing and not in line with Nordstrom's typical customer service.