I‘m so sorry for you, please keep us updated! This is horror! I‘m lucky that I can buy my bags in a store with 2 lovely SA‘s, the make a great job and the service is excellent! I once had to send one Celine to the pampering and that was a great experience, too. So what happened to you is not Celine in general! But online orders are anonymous and they never see their customers. Online we are just numbers. I ordered a lot online from Louis Vuitton and had once the same problem. Because I had a bad expirience with the online team before I send the in my eyes scratched bag they send me without any words back to them and I had luck, it passed quality control and they charged me back. But that also means they would have send it to the next customer I believe. Since then I order a lot less online. If the person, who packed the item scratched it and thinks it‘s easier to send it as to handle her/his boss, maybe because he/she is afraid to lost the job, the company will always think the customer did this to the bag... I really hope that you get your money back, I wish you luck!