Order done incorrect

I have placed an order for one of my clients and the order came back incomplete and damaged. Only 2 out of the 7 items was engraved and one item that was engraved on was scratched. They advertise their items as free engraving and they didn't do it as the order stated all the names and correct items. I've sent an email regarding this asking an urgent reply telling them that I'm not happy and nothing was done. My client is very unhappy and I can't do anything. I can even take this further. The order forms and catalogues is very incomplete. I've also sent them emails regarding this and not much have been cleared up. Me as an agent is suppose to sell your products but I can't even keep my clients happy due to JBDs erros. I've lost 4 client due to this incident already. I hate to have to come to hallo peter but my only hope is to get this resolved ASAP.