Bashian Woodbridge Contemporary Geometric Area Rug

The rug is beautiful. However, it arrived with large puncture holes through two layers of the rolled rug. image for reference I reached out for support and have not received any word back at all except that someone would be in touch in 48 hours. that was a 2-3 weeks ago. Were it not for the PRE-shipment damage, I would rate this rug a 5. I presume it was pre-shipment damage because the two outer layers of plastic are not damaged at all, only the inner 3rd layer of plastic had a hole in it. Very unfortunate, the damage. the lack of response an ownership is disappointing though...