So ridiculously impolite and total unresponsible

Ordered a mug warmer from Amazon.es for gift purpose but got shipped a broken mug! Called the customer service but no one speaks English. They just randomly transfer your line to either Amazon.com, Amazon.ca and Amazon.co.uk which all cannot help and wasting my entire afternoon just to sort this up. They said in order to do a replacement they want the broken mug ship back to Madrid. So I have to pay more than £25 to ship it back from the UK to Spain but the price of the warmer was just €23! And when you ask for an escalation, they just hang up knowing you want to complain regarding the attitude and the shipping.