Nanoleaf support is telling me my damaged order may take 8–10 weeks to resolve. Is this normal?

My Nanoleaf order arrived with badly damaged packaging. Some of the Block panels had actually come loose/broken away from the LED panels, and there are scratches on the Pegboard Desk Dock and controller holder.

I contacted Nanoleaf and provided photos. They opened a claim with the carrier and told me I may have to wait 2–8 weeks for the investigation. Until then, I’m expected to keep all the damaged products and packaging.

They also can’t confirm whether I’ll get a replacement or refund until the investigation is complete.

Is this really how Nanoleaf handles damaged deliveries? I find this customer service response pretty shocking, especially considering the condition in which the package arrived.

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