Shopgoodwill.com Goodwill of Orange County Send Damaged Goods then ignore Emails Santa Ana, California

I won an auction for a wood carving.  When I received it, it had not been properly packaged and was broken.  It could be repaired but would still be noticeable. I didn't bid on a broken item so I did not receive what I paid for.

I immediately emailed shopgoodwill.com and the seller and even sent the seller pictures of the broken item.  I heard nothing back.  I emailed again and told them I would like a full refund including the cost of shipping the item back since none of this was my fault.

It has now been 7 days since I received the carving and first emailed them.  I have still heard nothing.  According to their website, they respond in 24 hours. 

I have only won two auctions from shopgoodwill.com and both times there were problems.  I will no longer bid on items there.  I want my money back.